Management Information Analyst

Procera – Centre of Excellence

Management Information Analyst

Fixed term:

Continuous Improvement Manager

To support the Procera business in the sourcing, collation, linking and interpretation of all operational data, producing standardised (timely and effective) daily, weekly, monthly reporting and ad-hoc reports as required.

• At least 2 years current experience in a MI Analyst (or BI Analyst) role.
• Experience of producing operational reports (combining operational aspects i.e. people, productivity, sales, customer experience, quality, revenue, cost etc.).
• Proficient in Microsoft applications Excel (Advanced), PowerPoint, and Word etc.
• Understanding of inbound and outbound contact centres (ideally gained within a BPO environment).
• Experience of working with analytics tools i.e. Power BI, Qlik Sense etc. or able to learn rapidly.
• Educated to minimum matric level.

Support the Procera business in creation and ongoing production of value-reporting; correlating disparate data sets, analysing and questioning trends, variations and anomalies:

• Work closely with key stakeholders; – Operational Leadership, Workforce Optimisation, Quality Assurance, Continuous Improvement etc. – to ensure that highly effective reporting is delivered for operational tracking and measurement purposes.
• Using information to identify emerging trends and provide commentary to the business to ensure material patterns and variations are understood (including best practice and issues/anomalies for investigation).
• Present and explain the reports and associated MI to the assigned owners/stakeholders.
• Ensuring accuracy of source data and reports to deliver high levels of integrity in production and reports consistently delivered to agreed timelines.
• Proactively working with stakeholders to identify new report requirements and with our in-house BI team, working to standardise and automate where possible.

• Computer literate (strong Microsoft skills – including advanced Excel, PowerPoint and Word).
• Working experience of analytics tools i.e. Power BI and Qlik Sense is highly desirable.
• Excellent numerical, written, and verbal communication skills.
• Strong analytical and problem-solving skills with ability to identify and question patterns / trends within data and to convert into meaningful MI.

• Probably undertaking a similar role at present in another BPO business and looking to apply knowledge and experience to a new challenge.
• Excellent attention to detail and strong analytical skills.
• Quick learner with the ability to understand complex processes.
• Accountable, responsive and ability to deliver outcomes effectively.
• Self-motivated, effective and capable of prioritisation and working under pressure.
• Curiosity and systems-based approach to analysis.
• Passionate about making a difference.

Salary, incentives & commissions: TBC

Largely M-F 08:00 – 18:00 (some flexibility may be required).

To apply, please forward CV and covering letter explaining how your aspirations, skills and experience match the role requirements to: careers@procera.co.za