Call Centre Operation & Analytics Consultant
Support Services
Stellenbosch, Western Cape
1h ago
source : findojobs-za

Call Centre Operation & Analytics ConsultantOur client based in Stellenbosch is seeking to employ a Call Centre & Analytics Consult to service their AU / NZ region.

Are you energetic, motivated, and forward-thinking? You will have the opportunity to work on some of the most challenging and relevant issues in financial services and technology.

Our talented people empower us, and we believe in being part of a team that is open, collaborative, entrepreneurial, passionate and above all fun.

We take on all challenges and dream big!Responsible for : You will be responsible for developing this new role into a key building block in the success of our AU / NZ region.

You will have several years of experience where your ability to handle challenging and complex assignments are key attributes.

You have the ability and maturity to work with little instruction on a day-to-day basis.You will provide operational support for Call Centre technology and operational functions including Sales, Marketing, and Customer Service.

This position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures.

You will provide operational input into strategic planning for future growth opportunities. This position will evaluate and implement new tools and technologies.

Reports to : Regional Head : AU & NZ Brief of Role Description & the Scope of work : Support call centre technology functions across multiple platforms.

  • Responsible for the scheduling of the call centre resources.Responsible for call centre reporting and making recommendations to management on real-time staffing needs;
  • analyse support metrics and identify trends.Responsible for monitoring, auditing and improving incentive plans and payments.

    You will have the ability to understand and interpret the data and regional objectives in a way that can be operationalised.

    Play a leadership role within the operations team for AU.Responsible for weekly reporting requirements in the AU region for sales, incentives, claims, partners, and other ad-hoc reports.

    Communicate and provide feedback effectively to the customer service team.Continuous benchmarking and implementation of call centre improvements.

    Responsible for specific daily, weekly, and monthly reporting requirements.Take ownership of reporting improvements with the goal to automate where possible.

    Assists the Regional Lead with product improvement, quote line testing and product changes.Drive the development and document business processes.

    Lead and participate in cross-functional project teams. Key Requirements and Skills Call Centre Operations Experience (Preferred)Strong analytical backgroundExperience in a fast-paced multi region environmentCommunication skills (Written & Verbal)Attention to detail and the ability to multitaskExperience in supporting sales or operational environmentUndergraduate business administration or commercial degreeHigh level of skills across a broad range of technology platformsBroad operational experience will be a bonus WORKING HOURS : 4am- 1pm (Australia and New Zealand time zone)SALARY : R30 - R50 per monthShould you fit the profile please email

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