Management Information Analyst
13 August 2024
Department:
Procera – Centre of Excellence
Position:
Management Information Analyst
Start date:
-
Fixed term:
-
Reports to:
Continuous Improvement Manager
Purpose of the job:
To support the Procera business in the sourcing, collation, linking and interpretation of all operational data, producing standardised (timely and effective) daily, weekly, monthly reporting and ad-hoc reports as required
Minimum qualifications and experience:
- At least 2 years current experience in a MI Analyst (or BI Analyst) role
- Experience of producing operational reports (combining operational aspects i.e. people, productivity, sales, customer experience, quality, revenue, cost etc.)
- Proficient in Microsoft applications Excel (Advanced), PowerPoint, and Word etc.
- Understanding of inbound and outbound contact centres (ideally gained within a BPO environment)
- Experience of working with analytics tools i.e. Power BI, Qlik Sense etc. or able to learn rapidly
- Educated to minimum matric level
Job responsibilities:
Support the Procera business in creation and ongoing production of value-reporting; correlating disparate data sets, analysing and questioning trends, variations and anomalies:
- Work closely with key stakeholders; – Operational Leadership, Workforce Optimisation, Quality Assurance, Continuous Improvement etc. – to ensure that highly effective reporting is delivered for operational tracking and measurement purposes.
- Using information to identify emerging trends and provide commentary to the business to ensure material patterns and variations are understood (including best practice and issues/anomalies for investigation).
- Present and explain the reports and associated MI to the assigned owners/stakeholders.
- Ensuring accuracy of source data and reports to deliver high levels of integrity in production and reports consistently delivered to agreed timelines.
- Proactively working with stakeholders to identify new report requirements and with our in-house BI team, working to standardise and automate where possible.
Competencies required:
- Computer literate (strong Microsoft skills – including advanced Excel, PowerPoint and Word).
- Working experience of analytics tools i.e. Power BI and Qlik Sense is highly desirable.
- Excellent numerical, written, and verbal communication skills
- Strong analytical and problem-solving skills with ability to identify and question patterns / trends within data and to convert into meaningful MI
Profile:
- Probably undertaking a similar role at present in another BPO business and looking to apply knowledge and experience to a new challenge
- Excellent attention to detail and strong analytical skills
- Quick learner with the ability to understand complex processes
- Accountable, responsive and ability to deliver outcomes effectively
- Self-motivated, effective and capable of prioritisation and working under pressure
- Curiosity and systems-based approach to analysis
- Passionate about making a difference
FAIS or NON FAIS:
-
Salary, incentives & commissions:
TBC
Working hours:
Largely M-F 08:00 – 18:00 (some flexibility may be required)
To apply, please forward CV and covering letter explaining how your aspirations, skills and experience match the role requirements to: careers@procera.co.za
Job Application
To apply, please upload your CV and covering letter explaining how your aspirations, skills and experience match the role requirements.