Cape Town: Data Analyst posted by CallForce

We are seeking a detail-oriented and analytical Data Analyst to join our team in a BPO environment. The ideal candidate will be responsible for collecting, analysing, and interpreting operational and performance data to identify trends, optimize processes, and support business decisions. You will work closely with cross-functional teams to provide actionable insights that enhance service delivery and improve client satisfaction.

Key Responsibilities

1. Data Management:
   • Gather, clean, and organize data from multiple sources, such as CRM systems, call logs, and internal databases.
   • Ensure data integrity and accuracy by identifying and correcting discrepancies.
2. Analysis and Insights:
   • Analyse large datasets to uncover trends, patterns, and insights that drive process improvements.
   • Conduct root cause analysis on performance gaps and operational inefficiencies.
   • Create predictive models to forecast business performance and customer behaviour.
3. Reporting and Visualization:
   • Develop and maintain dashboards, reports, and visualizations using BI tools (e.g., Tableau, Power BI).
   • Present findings and recommendations to stakeholders in a clear and concise manner.
4. Performance Monitoring:
   • Track key performance indicators (KPIs)
   • Provide insights to improve agent performance and customer outcomes.
5. Process Improvement
   • Collaborate with operations and quality teams to implement data-driven solutions.
   • Automate repetitive tasks and reporting processes to improve efficiency.

Qualifications

• Education:
  • Bachelors degree in Data Science, Statistics, Computer Science, or a related field.
• Experience:
  • 3+ years of experience as a Data Analyst, preferably in a BPO environment.
  • Experience with analysing call centre metrics and operational data is a plus.
• Technical Skills:
  • Proficiency in data analysis tools and languages (e.g., Excel, SQL, Python, R).
  • Experience with BI tools like Tableau, Power BI, or Looker.
  • Knowledge of database systems and data visualization techniques.