Junior Analyst Business Intelligence

Introduction

The MI Analyst is responsible for accurate analyses of customer data and the monitoring and reporting of the business intelligence processes and procedures development to provide the management team with a sound basis upon which to make informed business decisions.

They are responsible for using business intelligence applications that enhances the business decisions making capabilities and the analysis of customer data and formulation of improvement opportunities . The core responsibility is to design and implement detailed MIS reports that cover all areas of the operation focussing on the performance of the Contact Centre as a whole, allowing for intelligent directing of activities in line with the achievement of the client objectives and the account development.

They are responsible for extracting data from the Company and converting this into management information that is relevant, meaningful and intelligent.

Duties & Responsibilities

Operate a continuous process to initiate process and procedural improvements for the client

Ensure that all behavioural trends aid in the operation's business decision making endeavours

Analysis of customer data and statistics, formulation of improvement opportunities and performance level of the Contact Centre

Conduct needs analysis and process improvement recommendations

Ensure total performance management, monitor and driving of team and individual targets in line with the strategic objectives of BPS

Ensure collaboration and co-ordination between the QA requirements, as well as process requirements Assist in team member career development

Compile, develop and maintain descriptive and statistical reporting as and when required

Ensure strong internal and external relationship building

Provide accurate reporting to clients within a marginal error of 1%

Ensure that data integrity and adhering to 99% of report

Timelines meeting of deadlines as set out on processes

Facilitate the process of information analysis and report development for the business unit

Implement and improve reports to aid the business

Monitor data quality and acting upon findings

Desired Experience & Qualification

• Minimum 2 years Business Intelligence, big data analysis and management information reporting experience

• Previous experience in an analyst role within a contact centre will be advantageous

• Strong in SQL and Python

• Sales campaign experience essential

• Proficient in MS Office with good command of MS Excel (specifically applicable to data and statistical analysis)

• Business intelligence tools such as Qlik Sense, Genii, Microsoft Power BI, SAS, etc.

• Ability to see the bigger picture and reflection

• Well versed in the English language (speak, read & write) and ability to clearly communicate at all levels

• Strong analytical skills to collect and interpret data to solve problems

• Ability to multi-task

• Strong interpersonal skills and the ability to communicate with and present to many different levels of employees

• High level of professionalism and an understanding of ethical conduct

• Results driven with strong focus on quality and customer service

• Problem solving ability

• Facilitation skills

• Technically and quality orientated

• Be proactive with own development using available learning resources daily

• Numerical ability with strong statistical acumen

• Attention to detail

• Ability to work in coalition with associated clusters and business to understand requirements and create solutions

Package & Remuneration

R20 000 - R25 000 depending on experience