Mi Analyst

We are looking for a highly motivated and experienced individual in the Management Information (MI) / Business Intelligence (BI) area of Workforce Management (WFM), with an understanding of the Resource Planning (Forecasting, Scheduling and Reporting) process. You will be armed with client information and data, to use in conjunction with internally developed and client reports to support decisions based on historical performances and identifying trends / risks.

Main Responsibilities (but not limited to)
- Data extraction and manipulation from multiple Client and Internal systems, required in Client and internal reporting
- Interpret data / information and make presentable for and to various internal and external stakeholders
- Design, prepare and develop reports
- Assist in driving improved campaign performance and change through your understanding and reporting of metrics
- Influence a wide range of stakeholders, by proactively helping build relationships and being an integral part of the broader WFM and MI team.

Competencies & Skills Required
- Exceptional analytical skills.
- Obsessive attention to detail
- Committed to the delivery of a high level of customer service and evidence of understanding the key priorities of both the client and business
- Committed, enthusiastic, positive, resourceful and resilient.
- Willing and able to adjust to multiple demands and shifting priorities.
- Demonstrates flexibility.
- Takes personal responsibility
- Ability to work under pressure
- Above average verbal & written communication skills
- Goes the extra mile to achieve agreed objectives
- Willingly shares knowledge, ideas and experience. Seeks feedback for continuous improvement
- Reflects Teleperformance’s values in their dealings with others, internally and externally
- Excellent attention to detail and strong analytical skills with experience in provision of management information.
- Effective communication skills and the ability to effectively prioritize tasks in fast paced, response, working environment.
- Accountable and responsive - able to deliver outcomes effectively.
- Resourceful and eager to develop skills in programming and data analysis.
- Flexible, versatile and copes well under pressure.
- An experienced user of MS Office.
- High-level IT proficiency
- Extensive use of advanced Excel
- Able to prioritize workload
- Reliability
- Can work independently and within a small team
- Strong communication skills (written and verbal)
- Must be confident, approachable and professional with senior management.

Qualifications and Experience
- Educated to Bachelors Degree Level (NQF7) - Preferred
- 1 - 2 years’ experience in a MI / BI / Analyst role Essential
- Intermediate to Advanced user of Excel incl. pivots, Macro's etc.
- Experience designing, developing and visually presenting data / information to senior business users would be a definite advantage
- Experience with an automated reporting tool such as Business Objects, Power BI, Tableau - Preferred
- Good understanding of how the business use data/reports, and how to present such reports in a user-friendly yet effective manner. - Essential
- Knowledge of key Call Centre systems and their data such as Avaya CMS and IEX6. Preferred
- Knowledge of how data is stored. - Essential
- Strong data analysis and problem solving skills. - Essential
- Strong working knowledge of Advanced MS Excel and working with formulas and Macros. -Essential
- Six Sigma qualified - Minimum Yellow Belt - Preferred
- Commercial / Business Acumen - a strong understanding of the business world and an organization’s market and environment, backed by a ready grasp of what the company needs to do to succeed - Essential

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)