Customer Service Data Analytics & Reporting Manager 2021
JOB DESCRIPTION
The Shoprite Group is Africa’s largest fast-moving clients goods retailer with over 24 million clients and 2800 outlets. Our clients are at the guts of what we do, and our sole purpose is to supply all communities with high-quality products at the foremost affordable and best prices. In such a dynamic environment, placing the client in the middle of everything we do is vital to take care of a competitive position.
You will be a part of delivering multi-channel client care to a number of the foremost recognized retail brands in South Africa. you’ll be an integral part of the client Service Centre (CSC) helping us to up our game for our customers. you’ll be surrounded by teams and individuals who challenge and encourage you to be extraordinary. The goal of the Client Service Data Analytics & Reporting Manager role is to co-design, develop and deliver robust client Service Centre performance dashboards and reports.
The role assures effective and reliable reporting that empowers stakeholders to continuously improve operations and with the relevant inputs for deciding in their area of responsibility. The role provides user-friendly data representations and visualizations to assist in easily identifying performance gaps and enhancements, tracking performance both retrospectively and against forecasts to enable capacity getting to meet service levels standards. This position also provides unplanned reporting inputs for various audiences and contexts.
Minimum Qualifications Requirements
Relevant Diploma, degree or equivalent Relevant Courses or Certifications in Data Analytics, BI, Reporting or similar
3+ years experience during a Data Analytics role within a client Service Centre
Contact Centre or equivalent environment, managing the planning, development, and delivery of knowledge and reporting frameworks.
Templates, and guidelines A proven diary of managing data and analytics and related activities during a contact center environment – demonstrating knowledge of trending best practices concerning data management Previous exposure to and capable of working with large and sophisticated data sets using appropriate tools.
MySQL, Bigquery, R, Python, Excel, Google Sheets, Tableau, Qlikview/QlikSense are samples of the tools which will be beneficial during this role
Knowledge and Skills
Demonstrable knowledge of client-orientated data practices within the FMCG, retail sector, knowledge of how data and reporting insights support and influence the handling of individual and team orientated processes, performance, opportunities.
closing date: 20 July 2021
HOW TO APPLY
APPLY ONLINE FOR Customer Service Data Analytics & Reporting Manager