Call Centre Operations Data Analyst - Airport Industria at Mango5

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.