Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
This role provides operational reporting and develops and maintains the technical infrastructure to support relevant business processes. The incumbent is individually accountable for achieving results through the efforts of others, over periods of up to a year.
We are seeking a skilled BI and Data Manager to lead our contact centers data management and business intelligence initiatives. In this role, you will be responsible for optimizing our data infrastructure, overseeing data collection and analysis, and providing actionable insights to enhance customer experience, improve operational efficiency, and support strategic decision-making.
Data Management:
- Design, implement, and maintain optimal data infrastructure to support the contact center's operations.
- Ensure accurate and timely data collection from various sources, including call logs, customer feedback, and CRM systems.
- Develop and oversee data integration and warehousing solutions, ensuring data quality and accessibility.
- Analyze contact center data to identify trends, patterns, and areas for improvement in customer service, process efficiency, and agent performance.
- Develop and maintain dashboards and reports to provide regular insights to management and other stakeholders.
- Utilize predictive analytics to forecast contact volumes and staffing requirements.
- Translate complex data into clear, actionable insights that drive business strategy and improve customer experience.
- Collaborate with cross-functional teams to implement data-driven approaches for operational improvements and strategic planning.
- Stay updated with industry trends and best practices in contact center operations and BI tools.
- Work closely with IT, customer service, and other departments to align data and BI initiatives with overall business objectives.
- Communicate effectively with non-technical stakeholders to ensure data-driven insights are accessible and actionable.
- Participate in cross-functional teams and projects as the data expert.
Analytical Analysis, Business Intelligence (BI), Communication, Data Management, Leadership
Education
Bachelor of Commerce (BComm) (Required)
Closing Date
15 January 2024
The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.
Old Mutual Limited is pro-vaccination and encourages its workforce to be fully vaccinated against Covid-19.
All prospective employees are required to disclose their vaccination status as part of the recruitment process.
Please refer to the Old Mutuals Covid-19 vaccination policy for further detail. Kindly note that Old Mutual reserves the right to reinstate the requirement to vaccinate at any point if it is of the view that it is imperative to do so.
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