Job Description

Join our CP360 Family, today!

Join Our Canadian-Inspired Team in Durban: Embrace Excellence Together!

Who We Are:

At

ContactPoint 360

, we put people first. As a global customer experience company, we partner with top brands to deliver outstanding service through meaningful interactions. Our Durban team is growing, and we're looking for passionate, people-focused individuals who thrive in a fast-paced, hospitality-driven environment.

The Opportunity:

We are seeking a data-driven and results-oriented

Data Analyst

to join our established contact center. The ideal candidate should have a strong understanding of data analytics and reporting tools, a keen eye for data trends, and the ability to work collaboratively with legal and operational teams. Your work will directly influence how we evaluate case quality, forecast client workup volume, and assess the productivity of our case management teams.

What You'll Do:

Design, build, and maintain dynamic Sigma Computing reports and dashboards to support leadership, case management, and legal operations teams. Analyze client workup data to identify trends and drivers of case quality and successful outcomes. Develop predictive models to forecast the number of clients likely to proceed through the case workup process. Conduct productivity analyses to evaluate case management team performance and identify areas for operational improvement. Translate complex data into actionable insights to drive strategic planning and daily decision-making. Work with cross-functional teams to understand reporting needs and develop scalable solutions. Ensure accuracy, integrity, and reliability of data used in reports and analyses. Document data definitions, methodologies, and reporting standards to support consistency and clarity across the organization. Collaborate with data engineering and IT to enhance data sources and improve reporting infrastructure. Other duties as assigned.

What You Bring:

Required:

Bachelor's degree in Data Analytics, Business, Computer Science, or a related field. 2+ years of experience in a data analysis, business intelligence, or reporting role. Strong experience with Sigma Computing or a similar cloud-based BI tool (Sigma preferred). Proficiency in SQL and comfort working with relational databases and cloud data platforms (e.g., Snowflake, BigQuery). Ability to analyze and interpret large datasets, and effectively communicate findings to non-technical stakeholders. Excellent attention to detail and problem-solving skills. Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). Must be able to work nightshift.

Preferred:

Experience working in a mass torts or plaintiff-side law firm environment. Familiarity with legal operations workflows, particularly client intake, case workup, and litigation pipelines. Understanding of predictive modeling concepts and productivity metrics. Proficiency with Excel and other visualization or analytics tools (e.g., Tableau, Power BI). Experience with Salesforce reporting tools and features.

What We Offer:

Competitive remuneration package Comprehensive training and professional development opportunities A stable, structured, and supportive work environment

Location:

This is an

on-site position

based at our Durban- Mount Edgecombe Offices.

Why Join Us?

A people-first company culture A modern and collaborative workspace Career development opportunities

Company Information

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.

As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We're not just a service provider--we're a partner in driving real results.

ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people--it's in our DNA.


Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed--they're essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients' customers into loyal advocates for life.


Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ

Location:

This is an

on-site position

based at our Durban- Mount Edgecombe Offices.

Why Join Us?

A people-first company culture A modern and collaborative workspace Career development opportunities

Company Information

At ContactPoint360, we are relentlessly focused on delivering exceptional customer experiences.

As the fastest-growing BPO on the planet, with over 5,000 teammates across 10 global locations, we combine cutting-edge technology with innovative strategies to help our clients succeed. Our approach is simple: obsess over customers, think long-term, and build a team of smart, driven professionals who thrive in a high-growth, high-impact environment. We're not just a service provider--we're a partner in driving real results.

ContactPoint360 is where innovation, execution, and customer obsession meet.

We are one of the fastest-growing BPOs in the world, and our secret is simple: it's our people. We invest in our people and develop them into future leaders. Did you know 50% of ContactPoint360's leaders were promoted from within? Our CEO's journey, starting as a phone agent, reflects our commitment to genuine care for our people--it's in our DNA.


Join the #ChangeMakers movement at ContactPoint360, where your creativity and passion aren't just welcomed--they're essential.

Our Purpose:

Our goal is to create the best human experience, ensure the highest client satisfaction, and transform clients' customers into loyal advocates for life.


Check out our YouTube video: https://youtu.be/AsPjX-5uyQQ