Data Analyst

CallForce; Cape Town; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is looking for a detail-oriented Data Analyst to enhance service delivery and improve client satisfaction. In this role, you will collect and analyze operational data, providing actionable insights to support business decisions. Your expertise will help optimize processes and track key performance indicators, ensuring data integrity and accuracy. If you have a passion for data and a knack for problem-solving, this is an exciting opportunity to make a significant impact in a dynamic BPO environment.

Qualifications

• 3+ years of experience as a Data Analyst in a BPO environment.
• Proficiency in SQL, Python, and data visualization tools.

Responsibilities

• Gather, clean, and organize data from multiple sources.
• Analyze large datasets to uncover trends and insights.
• Develop and maintain dashboards and reports using BI tools.

Skills

Data Analysis

SQL

Python

Excel

Data Visualization

Education

Bachelor’s degree in Data Science

Bachelor’s degree in Statistics

Bachelor’s degree in Computer Science

Tools

Tableau

Power BI

Looker

Job description

We are seeking a detail-oriented and analytical Data Analyst to join our team in a BPO environment. The ideal candidate will be responsible for collecting, analysing, and interpreting operational and performance data to identify trends, optimize processes, and support business decisions. You will work closely with cross-functional teams to provide actionable insights that enhance service delivery and improve client satisfaction.

Key Responsibilities

1. Data Management:
   Gather, clean, and organize data from multiple sources, such as CRM systems, call logs, and internal databases.
   Ensure data integrity and accuracy by identifying and correcting discrepancies.
2. Analysis and Insights:
   Analyse large datasets to uncover trends, patterns, and insights that drive process improvements.
   Conduct root cause analysis on performance gaps and operational inefficiencies.
   Create predictive models to forecast business performance and customer behaviour.
3. Reporting and Visualization:
   Develop and maintain dashboards, reports, and visualizations using BI tools (e.g., Tableau, Power BI).
   Present findings and recommendations to stakeholders in a clear and concise manner.
4. Performance Monitoring:
   Track key performance indicators (KPIs).
   Provide insights to improve agent performance and customer outcomes.
5. Process Improvement:
   Collaborate with operations and quality teams to implement data-driven solutions.
   Automate repetitive tasks and reporting processes to improve efficiency.

Qualifications

1. Education:
   Bachelor’s degree in Data Science, Statistics, Computer Science, or a related field.
2. Experience:
   3+ years of experience as a Data Analyst, preferably in a BPO environment.
   Experience with analysing call centre metrics and operational data is a plus.
3. Technical Skills:
   Proficiency in data analysis tools and languages (e.g., Excel, SQL, Python, R).
   Experience with BI tools like Tableau, Power BI, or Looker.
   Knowledge of database systems and data visualization techniques.