Business Insight Analyst Vacancy Main Purpose of Job Reporting directly to the Workforce Manager, the Analyst will be responsible for the BI/MI reporting of the performance of the site & network specifically in regards to the effective management of incoming and outbound calls, email and chat contacts with service levels. The successful candidate will be a key member of Serco South Africa Delivery team. This is highly visible position that is critical to the Serco Capacity Planning. Key responsibilities • Manage and drive a number of existing programs and cross functional projects • Support business users and provide guidance • Ensure consistency with the approach from different business units • Proactively participate in the creation of market and competitive analysis and operational planning • Drive the product development lifecycle for your projects acting as the business representative • Coordinate with other teams, customers and business leadership to assess market drivers and determine and quantify business opportunities • Partner and coordinate with business leaders to develop a comparable international reporting data base and ensure appropriate product design and architecture; simplify deployment of products and features in all departments, and ensure its timely and efficient • Help coordinate and help drive the business and technology planning process • Leads testing efforts • Ensures issues are identified, tracked, reported on and resolved in a timely manner • Communicates and applies project standards • Manages resources in accordance with project schedule • Consistently delivers high-quality services to our clients • Understands the components of running a fiscally successful project • Delivers informative, well-organized presentations • Strong customer centric focus especially in relation to usability and system processes • Responsible for the definition of user requirements for BI projects • Conduct workshops to determine the business requirements • Produce detailed written business requirements • Define business specification documentation from the business requirements and produce flowcharts to clarify business understanding • Assist developers with unit and integration testing • Assist in managing a team of Service Delivery Analyst Minimum Requirements • Minimum 4 years of solid call center experience coupled with 2 years of workforce management experience essential • Minimum 2 years’ experience working with one or more BI/Reporting tools SQL Server • Understand customer and organizational requests and, based upon them, design and create clear requirements for elegant solutions that serve the needs of multiple constituencies simultaneously • Passionate and knowledgeable about usability with the ability to simplify products for users • A technical background that enables him/her to interact easily with software and web • He or she will be able to keep their composure in a fast moving, dynamic environment • Continually seeks opportunities to increase customer satisfaction Behavioural Competencies • Strong analytical and organization skills, including trend analysis. • Proficient with time management. • Ability to plan, prioritize and organize effectively / detail- oriented. • Demonstrate flexibility to adapt quickly to departmental changes and conditions. • Ability to work in a team oriented environment focused on cross training and sharing workload responsibilities. • A thorough knowledge of computer software. Proficient in Microsoft Office, as well as other related applications. • Self-motivated with the demonstrated ability to learn and apply new information quickly, work independently, and take initiative. • Demonstrate working knowledge and adherence to all HR & WFM policies, procedures, guidelines, and practices. • Excellent written and verbal communication skills are required to interface effectively with staff, managements, and various other internal and external customers. • Ability to work outside of normal schedule with little or no notice. Please Note: • Incomplete application forms will not be accepted To Apply: • Email your CV: careers@sercoafrica • Reference: Business Insight Analyst Vacancy Closing Date: 30 June 2014
Posted on: Wed, 11 Jun 2014 08:27:21 +0000
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