Contact Centre Real Time Data Analys at Shoprite Group of Companies

Purpose of the Job

• The purpose of the Contact Centre Real-Time Data Analyst role is to participate in and support the gathering, analysis and understanding of the customer services’ operational data and analytics requirements and translating these requirements into real-time analytics. This role ensures the provision of meaningful operational real-time data which can be used proactively by the broader Contact Centre team generally and the Customer Services operations team specifically to improve resourcing, workforce and capacity practices, productivity and decision making. Additionally, the role provides support to the Contact Centre Performance Analyst as required and works across multiple Contact Centre functions as assigned to validate data integrity. The role forms part of the workforce management capability and partners with Customer Service operations teams to enable the delivery of service levels and productivity targets. The Contact Centre Real-Time Data Analyst applies the Contact Centre/Customer Services’ drivers and levers, to monitor and report intraday actuals against the plan, and optimise the workforce to ensure service levels are met, whilst ensuring the workforce is utilised efficiently – optimum forecasting versus actual capacity given call volumes, resource scheduling etc

Job Advert Details

Job Category

• Customer Service

Job Objectives

• Customer Centric Delivery
• Executing on strategies for effective customer services data analysis and reporting on various Customer Services inputs: targets/plans for the hour/day etc. versus actual capacity and real-time activity.
• Liaising with Customer Services Managers and Team Leads to understand and document their data and analytics requirements.
• Adopting multiple actions with stakeholders to elicit operational real-time analytics and reporting requirements to drive real-time operational decision-making, forecasting, resource capacity, and costing decisions.
• Applying inputs to overall workforce management approaches and valuable data insights and metrics.
• Provide support in monitoring queue states and provide intraday reporting on queue backlogs, incoming volume vs forecast, and actual staffing vs plan
• Provide support to dynamically adjust profile configuration to ensure the optimal balance of productivity and service level delivery across assigned sites and profiles.
• Provide support in communicating and calling out changes to incoming contact patterns to operations and the broader workforce management team.
• Act as the first escalation point for events triggering unexpected volume or service delivery impacts and partner with the business to provide relevant reporting while the event is ongoing.
• Providing functional knowledge and input during planning, design, and implementation of initiatives and data-related projects between the Contact Centre Data team and operational Customer Services Team.
• Applying end to end functional execution to deliver real-time data and analytics requirements.
• Together with the Senior Specialist and Performance Analysts (and other Data stakeholders), participating in the selection, configuration, and implementation of real-time analytics solutions.
• Together with the Senior Specialist and Performance Analysts (and other Data stakeholders), participating in the extraction and building of reports from multiple sources.
• Managing the analysis of raw contact centre data to inform customer service insights.
• Participating in monitoring and evaluating operational performance insights and recommendations.
• Managing the generation of data insights in planning processes in collaboration with various stakeholders.
• Ensuring compliance with organisational and legislative governance frameworks, legislation, and standards.
• Adhering to governance structures, policies, processes, frameworks applicable to the role.
• Ensuring data management processes adhere to continually changing privacy and legal compliance requirements

Qualifications

• Degree in BSc in Computer Science, Statistics, Data Management or equivalent - (preferred)

Experience

• +1 years in a real-time data analytics, reporting, BI, and systems-orientated or equivalent role, delivering real-time data, insights, reports, and inputs to an operational customer services team - (essential).
• Experience applying data mining and modeling methodology to support strategic operational decision-making – (essential).
• Knowledge and Skills
• Knowledge of data analysis toolkits (& SQL, Python etc.) – (essential). 
• Strong proficiency in MS Office 365 with advanced Excel skills – (essential).
• Experience in a retail, contact centre, or IT environment – (essential).
• We value practical learning experiences, if a candidate does not have a degree, demonstrable relevant experience will be considered. A proven track record of delivering real-time data analytics, reporting, BI and systems orientated or equivalent role, delivering real-time data, insights, reports, and inputs to an operational customer services team - (essential)