Data Analyst - Operations at HomeChoice Holdings Limited

The Data Analyst will manage, configure, and monitor outbound dialling campaigns to achieve maximum results. You will be responsible for analyzing dialler metrics to identify trends, patterns, and insights that can be used to inform business decisions. You will possess strong analytical skills, experience in campaign management, and a solid understanding of dialer systems. You will be responsible for reporting campaign performance and areas of improvement to business units to ensure targets and KPIs are achieved. 

What you will love doing in this role

• Responsible for planning outbound dialler campaigns (with assistance from Call Centre OPS and Marketing) and then managing the effective execution and monitoring of these outbound dialling campaigns.
• Responsible for Preparing monthly Cycle forecasting (Resources and Connects) with the Call Center OPS team to meet revenue and available resources and raise any risk to revenue in daily dialler ops meetings.
• Work with the Call Centre OPS team to prepare and agree on a daily calling plan and then be responsible for the execution of the daily plan.
• Responsible for preparing the campaign reporting pack for the daily dialler OPS meeting with the dialler team and ensuring data accuracy in reports.
• Responsible for ensuring that logged support tickets (to internal and external support partners) are resolved effectively and within SLAs.
• Responsible for performance dialler file analysis on new cycle files and raising any data concerns with stakeholders.
• Support Call Centre OPS with any IT-related workstreams/projects/issues that arise in the call centre.
• Develop and implement strategies to optimize campaign performance, such as adjusting dialling modes or pacing
• Develop reports and dashboards using dialer reporting tools to track key metrics and trends.
• Stay up to date with emerging trends and best practices in outbound dialling campaigns.
• Present findings and recommendations to stakeholders in a clear and concise manner
• Collect, analyze, and interpret campaign datasets to identify trends, patterns, and insights

Requirements

What we will love about you

• Strong technical understanding of dialer systems, including predictive dialers, power dialers, automated voice messaging and strong analytical skills with an attention to detail.
• Proficiency in dialer reporting for ViciDial or Presence
• Experience in campaign management, including planning, execution, and optimization.
• Knowledge of dialer systems and campaign management
• Ability to work independently and as part of a team.
• Excellent communication and presentation skills
• Strong problem-solving skills
• Proficiency in SQL, MySQL and Excel - Intermediate
• Proficiency in configuring and managing dialer systems, creating dialing rules, and optimizing campaigns.
• Analytical skills to analyze campaign data and metrics and make data-driven decisions.
• Ability to prioritize and manage multiple tasks simultaneously

What you will need to do the job

• Grade 12 is required.
• A tertiary qualification in a related field such as computer science, data analysis or business management is a plus
• At least 3 years of experience in dialer campaign management or a related field
• At least 3 years of experience in configuring and supporting VicDial or Presence
• At least 3 years of experience in writing SQL queries/stored procedures and performing data extracts using MS SQL, MySQL or other relational database management tools
• Exposure to software programming languages and Agile processes is a plus
• Team management experience is a plus
• High to expert-level proficiency in Excel is required