Dialer Administrator at Accenture

Job description
Ensure ad hoc/standard operational reports are delivered accurately/on time. Analyze designated performance measures/reports including financial, satisfaction and operational metrics. Perform root cause analysis (for example customer satisfaction surveys) where required. Work with other functional teams to access/ understand data to be analyzed and identify process improvement opportunities. Coordinate across multiple operations/teams to add reporting insight and support reporting needs if needed.

Main Activities / Tasks

• Deliver timely ad hoc and standard operational reports
• Identify drivers that positively/negatively affect the data
• Manage ad-hoc analysis and reporting requests
• Work with process Subject Matter Experts (SMEs) from each functional team
• Assist in designing insightful report views (excel-based or tool-based or dashboards)
• Provide regular and ad-hoc results interpretation to Accenture management as requested
• Build and maintain customized Analysis Methodology
• Perform proactive analysis
• Utilize data to identify trends and opportunities for improvement
• Analyze trends, data, notes, root cause analysis etc
• Utilize tools to perform root cause analysis on factors impacting the business
• Work with other teams and stakeholders to identify opportunities to improve performance results in accordance with contractual agreements between Accenture, vendors and clients
• Define business and functional requirements to support tools used by customers
• Support software release cycles for ongoing maintenance of tools used by customers
• Act as Analysis Methodology SME
• Act as a SME on statistical tools/techniques

Competences And Experience

• Process Improvement
• Program and Project Management
• Quality Management
• Dialler Administrator experience would be advantageous

Education

• Matric
• Must be proficient in Microsoft Excel