We are looking for a highly motivated and experienced individual in the Management Information (MI) / Business Intelligence (BI) area of Workforce Management (WFM), with an understanding of the Resource Planning (Forecasting, Scheduling and Reporting) process. You will be armed with client information and data, to use in conjunction with internally developed and client reports to support decisions based on historical performances and identifying trends / risks.
Main Responsibilities (but not limited to)
Data extraction and manipulation from multiple Client and Internal systems, required in Client and internal reportingInterpret data / information and make presentable for and to various internal and external stakeholdersDesign, prepare and develop reportsAssist in driving improved campaign performance and change through your understanding and reporting of metricsInfluence a wide range of stakeholders, by proactively helping build relationships and being an integral part of the broader WFM and MI team.Competencies & Skills Required
Exceptional analytical skills.Obsessive attention to detailCommitted to the delivery of a high level of customer service and evidence of understanding the key priorities of both the client and businessCommitted, enthusiastic, positive, resourceful and resilient.Willing and able to adjust to multiple demands and shifting priorities.Demonstrates flexibility.Takes personal responsibilityAbility to work under pressureAbove average verbal & written communication skillsGoes the extra mile to achieve agreed objectivesWillingly shares knowledge, ideas and experience. Seeks feedback for continuous improvementReflects Teleperformance's values in their dealings with others, internally and externallyExcellent attention to detail and strong analytical skills with experience in provision of management information.Effective communication skills and the ability to effectively prioritize tasks in fast paced, response, working environment.Accountable and responsive – able to deliver outcomes effectively.Resourceful and eager to develop skills in programming and data analysis.Flexible, versatile and copes well under pressure.An experienced user of MS Office.High-level IT proficiencyExtensive use of advanced ExcelAble to prioritize workloadReliabilityCan work independently and within a small teamStrong communication skills (written and verbal)Must be confident, approachable and professional with senior management.Qualifications and Experience
Educated to Bachelors Degree Level (NQF7) – Preferred1 – 2 years' experience in a MI / BI / Analyst role EssentialIntermediate to Advanced user of Excel incl. pivots, Macro's etc.Experience designing, developing and visually presenting data / information to senior business users would be a definite advantageExperience with an automated reporting tool such as Business Objects, Power BI, Tableau – PreferredGood understanding of how the business use data/reports, and how to present such reports in a user-friendly yet effective manner. - EssentialKnowledge of key Call Centre systems and their data such as Avaya CMS and IEX6. PreferredKnowledge of how data is stored. - EssentialStrong data analysis and problem solving skills. – EssentialStrong working knowledge of Advanced MS Excel and working with formulas and Macros. -EssentialSix Sigma qualified – Minimum Yellow Belt – PreferredCommercial / Business Acumen - a strong understanding of the business world and an organization's market and environment, backed by a ready grasp of what the company needs to do to succeed – EssentialJob Types: Full-time, Permanent
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