Identify relevant sources of data from which to draw information. Agree report specification and format with line manager, operation and client. Gather and collate information into a report and ensures accuracy. Create visual and insightful dashboards, appropriate for the defined audience. Deliver reporting requirements in a timely manner. Facilitate the process of information analysis and report development for the operation. Conduct statistical and commercial analysis to help aid understanding of the operation and identify risks / trends. Explore and identify reasons for such risks / trends. Support the Continuous Improvement team by providing required reporting and analytical support. Analysis of data from various sources in order to ensure that the business acts proactively on the information at its disposal. Identify opportunities for further development within the management information systems. Integrate data into relevant workflow processes, to continuously improve what the company does and how it does it. Monitor the environment to proactively engage in preventative activities and to maintain an environment that is easy to understand and troubleshoot. Deliver data and information to the business in line with business priorities, according to quality standards, within the agreed time constraints. Integrate new sources of data into company databases to be analysed and included in relevant reports. Work closely with other business partners in conceptualizing, defining and delivering new reports, as well as improving existing ones. Maintain each operation’s MI Brief. Audit each operation’s MI and makes sure it is in line with the MI Brief. Support the operations in signing off all delivered reports and confirms that they are fit for purpose. Work with the operations to encourage a standardized set of reporting and MI tool. Continuously identify and improve processes and procedures to minimize negative impact to procedures, data and business reporting. Create any ad hoc reporting as needed to present to Management or Client/s. Stay abreast of MI and Reporting best practice and technologies to continuously improve this function within the business. Build strong interpersonal relationships with internal clients. Work independently as well as in a team environment. Demonstrate professional behaviour, teamwork, punctuality, dependability, and adherence to company policies and procedures. Accept all other duties assigned by the management team and undertake any other reasonable duties to support the business as required. Education and qualification: Matric with a strong aptitude in Mathematics (Core). Advanced Excel skills and experience Lean, Six Sigma and SQL certification preferable. Must have a minimum 3 years of experience in a Business Analyst or Data/MI Analysis role. Experience working within a customer service environment preferable. Well versed in contact centre specific MI and Reporting concepts and tools. Attention to detail and analytical by nature. Ability to deliver results in a fast paced and dynamic environment. Ability to present a professional image and demeanour to internal and external customers. Ability to communicate effectively both orally and in writing with internal and external customers. Data analysis knowledge and experience with particular reference to Root Cause Analysis methodologies. Advanced knowledge and competency in Excel are essential. Demonstrate exceptional organizational skills and the ability to handle confidential material. Experience communicating and influencing across job levels with both internal and external partners. Ability to push back, foresee potential issues, and advocate for relentless improvement. Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change. Ability to make independent, sound decisions. Good analytical and strong data background. Excellent communication skills both spoken and written. Excellent decision-making skills, critical-thinking skills as well as organisational skills. #J-18808-Ljbffr