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Open nowFirst seen 5 days ago

MI and Reporting Analyst

Ithemba Recruitment- Sourcing Top Talent650 open roles

Where
Umhlanga, KZN, South Africa
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Your applicationOpen nowMI and Reporting AnalystIthemba Recruitment- Sourcing Top Talent · Umhlanga, KZN, South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Ithemba Recruitment- Sourcing Top Talent's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 58.1%60 days
This job: first seen 5 days ago

The posting

Key Performance Areas:

  • Identify relevant sources of data from which to draw information.
  • Agree report specification and format with line manager, operation and client.
  • Gather and collate information into a report and ensures accuracy.
  • Create visual and insightful dashboards, appropriate for the defined audience.
  • Deliver reporting requirements in a timely manner.
  • Facilitate the process of information analysis and report development for the operation.
  • Conduct statistical and commercial analysis to help aid understanding of the operation and identify risks / trends.
  • Explore and identify reasons for such risks / trends.
  • Support the Continuous Improvement team by providing required reporting and analytical support.
  • Analysis of data from various sources in order to ensure that the business acts proactively on the information at its disposal.
  • Identify opportunities for further development within the management information systems.
  • Integrate data into relevant workflow processes, to continuously improve what the company does and how it does it.
  • Monitor the environment to proactively engage in preventative activities and to maintain an environment that is easy to understand and troubleshoot.
  • Deliver data and information to the business in line with business priorities, according to quality standards, within the agreed time constraints.
  • Integrate new sources of data into company databases to be analysed and included in relevant reports.
  • Work closely with other business partners in conceptualizing, defining and delivering new reports, as well as improving existing ones.
  • Maintain each operation’s MI Brief.
  • Audit each operation’s MI and makes sure it is in line with the MI Brief.
  • Support the operations in signing off all delivered reports and confirms that they are fit for purpose.
  • Work with the operations to encourage a standardized set of reporting and MI tool.
  • Continuously identify and improve processes and procedures to minimize negative impact to procedures, data and business reporting.
  • Create any ad hoc reporting as needed to present to Management or Client/s.
  • Stay abreast of MI and Reporting best practice and technologies to continuously improve this function within the business.
  • Build strong interpersonal relationships with internal clients.
  • Work independently as well as in a team environment.
  • Demonstrate professional behaviour, teamwork, punctuality, dependability, and adherence to company policies and procedures.
  • Accept all other duties assigned by the management team and undertake any other reasonable duties to support the business as required.

Education and qualification:

  • Matric with a strong aptitude in Mathematics (Core).
  • Advanced Excel skills and experience
  • Lean, Six Sigma and SQL certification preferable.
  • Must have a minimum 3 years of experience in a Business Analyst or Data/MI Analysis role.
  • Experience working within a customer service environment preferable.
  • Well versed in contact centre specific MI and Reporting concepts and tools.
  • Attention to detail and analytical by nature.
  • Ability to deliver results in a fast paced and dynamic environment.
  • Ability to present a professional image and demeanour to internal and external customers.
  • Ability to communicate effectively both orally and in writing with internal and external customers.
  • Data analysis knowledge and experience with particular reference to Root Cause Analysis methodologies.
  • Advanced knowledge and competency in Excel are essential.
  • Demonstrate exceptional organizational skills and the ability to handle confidential material.
  • Experience communicating and influencing across job levels with both internal and external partners.
  • Ability to push back, foresee potential issues, and advocate for relentless improvement.
  • Ability to solve for both service level and productivity concerns with the challenges of minute-to-minute change.
  • Ability to make independent, sound decisions.
  • Good analytical and strong data background.
  • Excellent communication skills both spoken and written.
  • Excellent decision-making skills, critical-thinking skills as well as organisational skills.
  • Ability to work independently.
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