Contact Analyst at Woolworths

Summary:

• Accountable for all dialler operational activities including campaigns contact strategies, ensuring support of initiatives, processes and projects
• Constantly pursue contact solutions that will enhance and optimize all business channels contact performance
• Create, develop and maintain clear contact champion challengers which drive performance for the dialler business
• Creating “agent script” solutions that are robust, meaningful and value-adding
• Extract and analyse data from relevant databases in order to monitor, evaluate and optimised contactability

Responsibilities

• Dialler strategy implementation and management
• Daily campaign management
• Stakeholder engagement and feedback
• Quality assurance and compliance 

Technical Competencies

• Knowledge of Inbound and Outbound Contact Centre
• Contact Centre Systems, Technologies and Processes 

Qualifications

• Matric
• NQF Level 7 (National 1st Degrees/Diplomas) or higher (Preferred)

Minimum Experience

• Contact system management / administration
• Contactability analysis and interpretation

Skills Required

• Data analysis
• Microsoft Office Suite (Excel, Word, PowerPoint)
• MS SQL data querying and extraction
• Effective written and verbal communication
• Advanced knowledge of SQL Server / Oracle database environments (Preferred)
• Working knowledge of analytical tools: SAS, Python, etc. is an advantage
• Basic knowledge of VB Script / Java script is an advantage