MIS & Business Analytics, Johannesburg

Key Responsibility Areas

• Detailed, workable and relevant client reporting
• Production of performance and staffing reports
• Analyzing reports and making recommendations of better operational efficiencies to the Call Centre Manager and the client
• Make recommendations in order to maximize performance productivity and implement improvement processes where shortfalls arise
• Translate overall Aegis/Client Service Level Agreement into call centre operations
• Monitor results of headcount growth in terms of cost, operational volume, and efficiency

Key Skills Required

• Minimum Matric Qualification
• Clear criminal and ITC records
• Call Centre/Customer Service Qualification advantage
• Statistical Qualification advantage
• 3-5 Years Call Centre Experience
• Past experience in MIS (Management Information Systems) role/environment
• Past experience in the call centre industry as an agent and Past management experience, preferably as a team leader or supervisor (adv)
• Working Knowledge of call centre systems and processes
• Technical understanding of contact centre technology
  (e.g. Avaya, PBX, ACD, IVR, CTI)
• Knowledge of forecasting techniques and statistical analysis
• Familiarity with MS Windows XP Professional
• Ability to organize and prioritize multiple tasks with high degree of attention to detail
• Intermediate understanding of business analysis concepts and methodologies
• Advanced proficiency of MS Office , especially MS Excel including VBA
• Strong problem solving and creative thinking skills
• Good math and analytical skills including statistics, simulation, and optimization - understanding of correlation, regression, classification and other statistical methods used to look at the data from different angles for use in prescriptive and predictive models.