Data Scientist

Capita; Cape Town; On-site; ZAR 400,000 - 600,000; Full time

Job summary

A leading contact center service provider is seeking a Data Scientist to drive improvement initiatives and provide insights for client services. This role involves conducting advanced analytics, predictive modeling, and mentoring team analysts to ensure high-quality results. The ideal candidate has at least 2 years of experience in a contact center environment and proficiency in data analysis tools. A strong potential for growth and competitive benefits are offered.

Benefits

Competitive salary

Medical aid

Annual performance incentives

Development and growth prospects

Qualifications

• At least 2 years’ experience in data science, preferably in a contact centre environment.
• Strong understanding of statistical analytics and methods.
• Excellent Excel skills, including VBA and PivotTables.

Responsibilities

• Deliver innovative insights and improvement recommendations.
• Conduct analytic reviews using internal and external data sources.
• Lead projects by analyzing data and creating actionable insights.

Skills

Data analysis

Statistical analysis

Predictive modeling

SQL

Python

Power BI

Excel

Education

Grade 12 / Matric

Tools

Business Objects

Avaya Telephony

Excel with VBA

Job description

A Data Scientist will often work as part of a multidisciplinary team, using data and analytics to inform and achieve organisational goals, exploring existing and new data using a range of statistical tools and techniques.

Job Description

Data Scientist

Job Purpose:

You will provide high-level strategic and tactical insights to identify, prioritize, and drive improvement initiatives. Delivering innovative solutions for the business by surfacing underlying opportunities, highlighting factual data & information, and narrating ‘the story’ around those opportunities. Also, providing expert consultancy to Capita’s clients on the design and implementation of complex projects & programmes.

The aim of this role is to aid our clients in providing a world-class customer service and experience, unlocking problems and providing supportive solutions. This is achieved by supporting Capita’s internal operations around key performance indicators (Customer Satisfaction, Right First Time, AHT, etc.) and the clients' internal business processes with tangible and actionable insights and recommendations. The vision is for Capita to be acknowledged (through awards, client loyalty, winning new business, and reputation) as Contact Centre industry experts in customer experience.

Key Responsibilities:

• Deliver innovative and industry-leading insights, along with improvement recommendations for Capita and our clients.
• Conduct insight reviews through the application of advanced analytics, using internal and external data sources.
• Use sophisticated predictive modeling to understand what changes need to be made to realize improvement.
• Consider impacts from operational and client change requests when understanding benefit realization.
• Understand commercial aspects to ensure recommendations support the business plan.
• Lead the insight direction to support and align with the operational strategy.
• Provide expert views on customer satisfaction and loyalty methodologies such as Net Promoter Score.
• Collaborate with shared services MI teams to integrate disparate data sets, supporting automation and efficiency.
• Support delivery of improvements through root cause analysis and performance review over time.
• Articulate options and recommendations to stakeholders, highlighting benefits and challenges, and adapting approaches as needed.
• Stay updated with industry trends, recommending emerging technologies and new measurement approaches.
• Understand planning models to ensure benefit realization.
• Assist senior management in formulating MI & insight for decision-making and budgeting.
• Lead and support projects by analyzing data and converting it into actionable insights.
• Work with BI teams and other operational stakeholders to deliver robust services.
• Support senior management with change controls and contractual obligations.
• Mentor Analysts in teams where a managerial role is absent.

Professional Know-how:

Grade 12 / Matric

Knowledge & Experience:

• At least 2 years’ experience applying data science, preferably in a contact centre environment.
• Competent in insight, MI, analytical and statistical theories and methods.
• Strong understanding of statistical analytics, correlation, regression, cluster analysis, standard deviation, etc.
• Knowledge of MI/BI & contact centre software such as Business Objects, Power BI, Aspect WFM, Avaya Telephony, MS Office.
• Proficiency with programming tools like Power BI, Azure, Fabric, Snowflake, Python, SQL, R.
• Excellent Excel skills, including VBA, formulas, and PivotTables.
• Strong presentation skills and ability to communicate complex results clearly.
• Experience in data collation, reporting, and presentation.
• Data manipulation skills beyond Excel, including SQL.
• Knowledge of customer satisfaction/loyalty measurement techniques.
• Strong analytical skills and interest in data analysis and insight.
• Experience with evidence-based decision-making and statistical software.
• Experience with speech & text analytics applications.
• Efficient, accurate working approach and independent initiative.
• Understanding of financial and commercial considerations.

About us

Capita is an award-winning contact centre service provider with global delivery centers trusted by leading brands to transform customer experience. We aim to help you achieve your future goals, whether gaining customer service experience or growing your skills. Our services span multiple sectors and locations, working to create better outcomes for all.

Our offices feature a 6-star green rating, with amenities including a gym, clinic, creche, restaurants, pharmacy, hairdresser, and spa.

What’s in it for you?

• Competitive salary, medical aid, provident fund, and other benefits.
• Annual performance incentives.
• Participation in global networks and community programs.
• Extra leave days and international exposure opportunities.
• Development and growth prospects.

We value our employees and promote Capita’s core values: Customer First, Fearless Innovation, Achieve Together, Everyone is Valued.

Next steps:

Apply now with your CV. Your application will be reviewed, and successful candidates will be invited for an interview. Shortlisted candidates may undergo assessments. We adhere to employment equity principles and encourage diverse applications.