Key purpose

• The successful candidate will be responsible for Analysis and reporting of Call Centre interactions through Speech Analytics tools within Discovery. Define and scope projects. Build, Analyse and deliver solutions in Nexidia.

Key Outputs

• The successful individual will be required to but not limited to the following key outputs:
• Build queries on Nexidia to drive analytics on call centre interactions
• Test query effectiveness.
• Build reports and dashboards on Nexidia to frame analysis of call centre interactionsDraw data from systems and do analysis on information retrievedAd hoc reporting on information retrieved and analysedCreate regular information reports to be presented to management.Daily/Weekly/Monthly reporting function

Personal attributes and skills

• The successful candidate will be required to display the key competencies:
• Structured call listening
• Using software for data analysis – Excel, SQL etc
• Communicating with senior stakeolders
• Facilitating meetings and workshops
• Analysis, Judgment and problem solving skills essential
• Planning and organisational skills must be well honed
• Must be able to control own work effort
• Tolerance of Stress
• Must be a Team player
• Strong Communication skills
• Must display tenacity and drive to accomplish tasks
• Must be able to work and manage deadlines
• Ability to Operate in a pressurised environment

Qualification & Experience

• Advanced Diploma in Data analytics
• Understanding of front-line contact centre operations
• Project management
• Use of call recordings and analytical tools
• Analytical methodologies – Six Sigma, Lean etc.
• Using raw MI to deliver business process and performance improvement.
• Tertiary qualification
• Stats / Maths / Computer Science Advantage
• BSC Computer Science / IT- Degree Advantage
• Proficient in Excel, SQL, Access and Powerpoint,
• Minimum 2 years work experience in similar role
• Experience with Speech analytics tools – advantageous.