Who are we?

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.

With 170,000 people working across the globe, Foundever™ securely connects brands with their customers 9 million times a day in 60+ languages. Our global footprint makes us one of the few true global players in the BPO industry.

The Opportunity

We are seeking a dynamic and experienced Senior Analytics Consultant to support the next phase of growth and innovation for Foundever’s markets. The ideal candidate will be an analytical thinker, naturally inquisitive, with exceptional problem-solving skills.

In this role, you will use your data analytics skills to analyse customer and colleague data to develop insights. These will enable our clients and operational teams to better understand customer behaviour, campaign performance and make better, data-led decisions.

You’ll work closely with internal stakeholders and client teams to deliver one-off or ongoing insights and recommendations with the opportunity to work across a variety of industries.

Key Responsibilities

Data Analysis

• Analyse data sources and dashboards, provide insight to client and operational teams
• Develop and deliver presentations to client teams, translating complex analysis into clear, business-friendly language.
• Work with our BI & reporting team to design and fine tune insight dashboards, reports, and visualizations in Power BI.

Stakeholder Management

• Project manage our Insight managed services
• Capture requirements for data analysis, develop / manipulate data sets and dashboards to address the problem statement
• Deliver insight to explain our findings and propose next steps or suggestions for follow up analysis
• Present the findings of your analysis to stakeholders at all levels from Team Managers to C-suite.
• Act as a trusted advisor to both operations and our clients, helping them leverage data to achieve their goals.

Continuous Improvement

• Support our CI team with the development, sizing and business cases for solutions to client CX & operational performance challenges
• Stay up-to-date with the latest analytical tools, techniques and trends to continuously improve the impact and efficiency of analysis.

Your Profile and Experience

• 5+ years of experience in a similar analytics or Insight role and 5+ years experience working with contact centre data is essential, please do not apply if you do not have this as a minimum otherwise your application will be declined
• At least 1 year of experience working with contact centre data is essential.
• Hands on expertise in programming languages such as SQL is preferred but not essential
• Comfortable developing MS Powerpoint presentations and manipulating data in MS Excel
• Basic to intermediate knowledge of Power BI data visualisation
• Strong communication skills, both written and verbal, with an ability to influence stakeholders.
• Excellent problem-solving skills and critical thinking ability.
• Ability to work independently and manage multiple projects in a fast-paced environment.

Key Points

Salary: Salary Negotiable (Dependant on Experience)

Benefits: Medical Aid and Pension

Contract Type: Permanent, 40 hours (full time)

Working Pattern: 24/7 rotational shifts

Apply Now! We look forward to reviewing your application.

Foundever™ is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of our organisation. 

If you need us to make any reasonable accommodations to our recruitment process, speak to our recruitment team who will be happy to support you. 

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever™ and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as is permitted by South African legislation and then destroyed.

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