Call Centre Operations Data Analyst

6 days ago


Eastern Cape, Saudi Arabia Mango5 Full time

Key Responsibilities:

Cross-Functional Leadership Involvement:

  • Attend and present findings in weekly reviews and meetings with the Operations Leadership team.
  • Pull and analyze data for operations Weekly Business Reviews WBR and Monthly Business Reviews MBR presentations.
  • Collaborate to present findings in weekly, biweekly, and monthly business reviews across operations teams and business partners.
  • Maintain Looker, Zendesk Explore, and ActivTrak dashboards, ensuring continuous updates as fields change and new hires join the team.
  • Challenge the status quo and present ideas for new metrics.

Auditing and Compliance:

  • Perform daily, weekly, monthly, and quarterly audits for compliance and business needs.
  • Conduct quarterly audits of Confluence materials to ensure audit readiness and identify areas for updates and improvements with enablement leadership.
  • Work closely with quality management and business leadership to identify trends and concerns.

Data Ownership:

  • Oversee and proactively own all operations data tables and dashboards, ensuring the use of the latest data science best practices.
  • Manage projects to maintain and update the business entity database; collaborate with partnership Quarterly Business Reviews QBR and summarize findings.

Subject Matter Knowledge:

  • Partner with business enablement to maintain strong subject matter knowledge in all operations workflows.
  • Maintain monthly or quarterly proficiencies to challenge metric viability and identify areas for improvement.
  • Provide assistance in General Incident Notification GIN security response and project work for management.

Skills and Qualifications:

  • Proven experience in data analysis, preferably within an operations context Min 2 Years experience
  • Matric
  • Clear ITC
  • Clear Criminal Record
  • Excellent communication and presentation skills.
  • Strong attention to detail and documentation.
  • Exceptional time management and organizational skills.
  • Critical thinking and problem-solving abilities.
  • Experience with Looker, Zendesk Explore, and ActivTrak is a plus.


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