Summary
To support the development and implementation of service insights on strategic client accounts, with a strong emphasis on practical and quantifiable solutions derived from intelligent analytical insights. This role plays a key part in differentiating the organization in the outsourced contact center market through applied analytics. By leveraging structured analytical methodologies, the Insights Analyst drives, creates, and supports the implementation of measurable, data-driven operational solutions that enhance business performance and efficiency
Description
Accountabilities & Deliverables
Data Analysis & Insights Generation
- Analyze large datasets to identify trends, patterns, and key business insights.
- Develop actionable insights that drive business decisions and improve operational performance.
- Use statistical techniques, predictive modeling, and data mining to enhance reporting accuracy.
Reporting & Visualization
- Design and maintain dashboards, reports, and scorecards using tools like SQL, Power BI, Tableau, or Excel.
- Ensure data integrity and accuracy in reporting, aligning with business needs.
- Present insights in a clear and compelling manner to both technical and non-technical stakeholders.
Business Problem Solving
- Identify root causes of business challenges using data-driven approaches.
- Recommend data-backed solutions to optimize business processes, efficiency, and customer experience.
- Work cross-functionally with teams to implement insights-driven strategies.
Performance Tracking & Continuous Improvement
- Monitor key performance indicators (KPIs) and provide insights for performance enhancement.
- Support the development of forecasting models to aid decision-making.
- Continuously refine data methodologies to improve the accuracy of insights and reporting.
Stakeholder Engagement & Collaboration
- Engage with key stakeholders to understand data requirements and business objectives.
- Communicate insights effectively to senior management and operational teams.
- Act as a strategic partner by providing data-driven recommendations for business growth.
PERSON SPECIFICIATION
- 2+ years of experience in data analysis, insights, or a similar analytical role.
- BPO experience will be advantageous.
- Proficient in data visualization tools like Power BI, Tableau, or Looker.
- Knowledge of SQL for querying databases.
- Proven understanding of fundamental statistical analytical techniques (Process Analytical skills such as Six Sigma or Prince 2 would be advantageous)
- Experience with statistical programming languages such as Python or R is a plus.
- Excellent communication and storytelling skills to convey data insights to technical and non-technical audiences.
- Strong problem-solving skills and attention to detail.
- Ability to develop practical solutions based on outputs of data
- Familiarity with predictive analytics and machine learning techniques is a bonus.
- Microsoft application proficiency; in Excel and PowerPoint
- Understanding of our client’s systems, processes and best practice
- Clear credit and Criminal record
- Matric essential
