Senior MI Analyst

Professional Know-how

Academic:

• Grade 12 / Matric

Experience:

• 3 years of experience in similar role, previous experience in contact center environment would be an additional asset.
• Experience with Visualisation tools like Power B
• VBA / SQL / Analytics tools

Working Relationships

Internal:

• Internal Stakeholders
• Business lines, functions
• Senior management team
• Operations

External:

• Clients

Primary Responsibilities

• Contribute towards the development of customer service strategies, policies, and
• Supporting the Service Delivery Director in the Reporting and MI for multiple clients including Freenet and Deutsche Telekom
• Taking ownership of preparing MI reports across all areas of performance measurement
• Being responsible for timely delivery of all periodic reports within agreed SLA
• Analysing and reviewing team performance to seek for efficiencies and build short/mid/long time strategies
• Co-operating with internal stakeholders to support them with key decisions around running operations
• Providing analysis of reports, maintaining an environment of continuous and measurable improvement
• Working closely with operations management in order to maximise data usage by identifying and recommending opportunities to increase sales volumes and maximise revenue
• Co-ordinating and preparing all data extraction and cleansing within agreed parameters
• Holding regular meetings with client reviewing performance of existing tasks and campaigns
• Responsible for modelling advanced tools supporting senior stakeholders to make strategic decisions for existing operations
• Creating client facing weekly, month and quarterly business reviews.

Key Competencies:

Skills and Abilities (what must I be able to do / display):

• Strong communication skills
• Very good written and verbal skills in English allowing fluent communication on a daily basis
• Advanced level of proficiency and experience in MS Excel, including pivot tables, formulas/functions, and charts
• Experience with Visualisation tools like Power BI etc at an analyst level
• Logical thinking and analytical skills
• Self-time-management & organization skills with ability to prioritize daily tasks
• Amazon Quicksight knowledge will be an asset

About us:

Capita is an award-winning contact centre service company with fully hosted global delivery centres trusted by global leading brands to transform their Customer Experience.

We’re here to help get you to your future — whether it’s to gain worldclass customer service experience or grow with our variety of skills and experiences, we are here for you! If you have the ambition to go far and the imagination to see beyond the ordinary, there’s no better place to be.

Our services span multiple sectors, locations and businesses from retail industry, healthcare, government education to employment, working together to create better outcomes for all.

Our Mutual Park Offices boasts a 6-star green rating aligning with our carbon neutral strategy and offers our team improved facilities, amenities and multi-faceted transport options. The on-site benefits include a gym, a doctor and clinic, a creche, multiple restaurants and food stores, a pharmacy, a hairdresser and a spa.

What’s in it for you?

• Competitive Basic salary
• Medical Aid
• Provident fund, Group life, funeral and disability benefit
• Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
• Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
• Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.
• Annual Leave: We provide annual leave days more than statutory requirements, ensuring our employees have ample time to rest and rejuvenate.
• International Exposure: We provide opportunities for international exposure, broadening our employees’ horizons and experiences.
• Development and Growth: We offer numerous opportunities for development and growth, helping our employees to reach their full potential.

What we hope you’ll do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business’ EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.