Senior Analyst Contact Centre at Woolworths

Job Description

• To optimise the delivery of service to customers through the Woolworths Financial Services Contact Centre using analytics and MI to report on call centre metrics and trends. Provide a support service to WFS COO by creating focus on data analytics, specifically relating to contact centre processes including AHT, Call volumes, QA and complaints. Additional responsibilities include:
• Analysing call centre performance in line with business drivers (e.g. WFS Growth Plan);
• Generating insights and make recommendations to improve contact centre performance and opportunities to optimize overall business profitability.
• Designing, developing and producing operational MI reports
• To optimize overall business profitability through analytics and sound business rationale.
• Delivery of timely and insightful reporting to track and analyse actual performance against budget and forecasts.
• Identify and mitigate risks associated with telephony technology and support tools, resource planning and team performance.
• Actively engage broader business stakeholders and participate in forum discussions to ensure that informed decisions are made.

KEY OUTCOMES

• Reports & analytics
• Process improvement
• Stakeholder Management
• Continuous Improvement

MINIMUM QUALIFICATION

• A relevant business / commercial degree

EXPERIENCE REQUIRED

• 5 to 8 years relevant experience with proven track record in the Financial Services industry.
• Experience in workforce planning, IVR, AHT and QA systems and processes

PREFERRED

• 5 + years’ experience within a medium to large contact centre environment within the financial services industry
• Development and execution of resourcing strategies that benchmark favourably in the industry
• Strategic and operational experience in leading specialists in an operational environment

ADDITIONAL REQUIREMENTS

• Knowledge of Contact Centre systems and technologies.
• Knowledge of staff scheduling systems and tools.
• Highly developed analytical skills.
• Advanced MS Excel and Access proficiency.
• Strategic Perspective
• Business Acumen
• Analytical Thinking
• Results Orientation
• Generating Solutions
• Drives Execution
• Stakeholder Management
• Change Orientation

As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions.