ApplyR 530000 Annually
You will be part of delivering multi-channel customer care to some of the most recognized retail brands in South Africa. You will be an integral part of the Customer Service Centre (CSC) helping us to up their game for their customers. You will be surrounded by teams and individuals who challenge and inspire you to be extraordinary. Are you ready to make an impact?
Responsibilities:
Service Excellence:
Together with the CSC team and other stakeholders, design, define, develop and deliver service level reporting that consolidates accurate performance measurements and tracking mechanisms that quantify customer satisfaction, team and individual consultant performance.
Work across functional activities to create scorecard alignment and focus at an individual, team and functional level providing valuable information and insights.
Data Protocols and Analysis:
Perform data mining, analysis and modelling of data with the purpose of providing data-driven insights that will enable the achievement of the departments overall goals and drive clinical and operational alignment and decision-making and related remedial activities.
Develop and implement data management protocols for the department, as aligned with company standards and requirements.
Manage and safeguard data as prescribed by legislative and company requirements such as POPI, including data sharing agreements in consultation with the department head.
Reporting and Insights:
Transform data into insights that drive business and customer value using data analytics, data visualization and data modeling techniques and technologies.
Analyze business scenarios, problems and issues using data from internal and external sources to provide insight to decision-makers.
Produce datasets and reports for analysis using system reporting tools. Data:Internal operations-focused and/or external customer-focused, working in conjunction with contact center functions.
Continuously create efficiencies by making use of technologies and automation tools to drive quality, accuracy and timing of information and insights to relevant stakeholders.
Collaboration:
Identify connections between various areas and leverage data capabilities to inform and improve delivery to their customers.
Host data and reporting calibration sessions to drive consistency across all Customer Service teams applying core data tools and techniques within the CSC context.
Work closely with the customer service and operations teams to understand data and reporting needs and support with implementing these.
Requirements:
Relevant Diploma, degree or equivalent Relevant Courses or Certifications in Data Analytics, BI, Reporting or similar
3+ years experience in a Data Analytics role within a Customer Service Centre, Contact Centre or equivalent environment, managing the design, development and delivery of data and reporting frameworks, templates and guidelines
A proven track record of managing data and analytics and related activities in a contact centre environment - demonstrating knowledge of trending best practices relating to data management
Previous exposure to and capable of working with large and complex data sets using appropriate tools. MySQL, Bigquery, R, Python, Excel, Google Sheets, Tableau, Qlikview/QlikSense are examples of the tools that will be beneficial in this role
Demonstrable knowledge of customer orientated data practices within the FMCG, retail sector, understanding of how data and reporting insights support and influence the handling of individual and team orientated processes, performance, opportunities and challenges
