Process & Operations Analyst (Contact Centre) - homechoice
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homechoice is a leading South African homeware retailer. For almost 40 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.
The Contact Centre Operations Analyst will play a pivotal role in driving operational efficiency and improving sales & service delivery within the contact centre. The role requires strong analytical skills, process improvement expertise, and the ability to transform data into actionable insights. This individual will support the OPS Centre of Excellence by monitoring key performance indicators (KPIs), identifying improvement opportunities, driving change projects into the contact centre and collaborating with cross-functional teams to enhance the sales & customer experience and operational productivity.
What you will love doing in this role
Data Analysis & Reporting
- Collect, analyze, and interpret operational data from various contact centre systems.
- Generate detailed reports on KPIs, production & performance metrics.
- Develop dashboards and visual tools to communicate trends, anomalies, and actionable insights.
- Conduct root-cause analysis on performance variances and recommend solutions.
Performance Monitoring
- Monitor real-time and historical performance metrics to ensure alignment with business objectives.
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