MI Analyst
Cape Town, South Africa
2d ago

MI Analyst

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

With over 35 years’ experience in managing contact centre operations across the globe, we are proud of our ability to deliver real business value through our exceptional people, best practice models, process and leading technologies.

We are also backed by Dimension Data - a global IT service specialist and solution provider, and NTT - one of the world's largest telecommunication companies in the world.

Our purpose is to make every person we come in contact with experience the exceptional and we believe in creating sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.

Want to be part of our team?

The purpose of this position is to provide accurate reports for operations and control the quality of delivery to Business Units.

This position also conducts analytics to advise on process information and functionality.

What you'll be doing

What would make you a good fit for this role?


  • Identifies relevant sources of data from which to draw information
  • Agrees report specification and format with line manager, operation and client
  • Gathers and collates information into a report and ensures accuracy
  • Delivers reporting requirements in a timely manner
  • Facilitates the process of information analysis and report development for the operation
  • Analysis

  • Conducts statistical and commercial analysis to help aid understanding of the operation and identify risks / trends
  • Explores and identifies reasons for such risks / trends
  • Supports the Business Improvement team by providing required reporting and analytical support
  • Identifies opportunities for further development within the management information systems
  • Quality control

  • Maintains each operation’s MI Brief
  • Audits each operation’s MI and makes sure it is in line with the MI Brief
  • Supports the operations in signing off all delivered reports and confirms that they are fit for purpose
  • Works with the operations to encourage a standardized set of reporting and MI tools
  • Knowledge

  • 2 years Information Management experience, preferably in a Call Centre environment
  • Previous MI design experience
  • MS SQL 2 years an advantage
  • MS Reports 2 years
  • MS Office
  • Advanced understanding of management information systems
  • Analysis
  • Oral and written communication (3)
  • Planning and organising (2)
  • Knowledge sharing (2)
  • Technical expertise (3)
  • Proactivity
  • We want people like you! The passionate kind. People who live, think and deliver exceptional. If you're ready to take the next step in your career, then look no further!

    Diversity in Merchants

    Merchants is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

    Add to favorites
    Remove from favorites
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Application form