Job Description

Job Title:


Insights Analyst



To support the development and implementation of service insights across strategic client accounts, with a strong focus on turning data into practical and quantifiable solutions. This role plays a critical part in differentiating the business in the outsourced contact centre market through intelligent analytics. By applying structured methodologies, the Insight Analyst delivers measurable, data-driven outcomes that improve business performance, customer experience, and operational efficiency.

Qualifications and Skills Required

Degree-level qualification in any discipline (

science or data-related fields preferred

). Proven understanding of fundamental

statistical and analytical techniques

(experience with

Six Sigma

,

Prince 2

, or similar methodologies advantageous). Strong

numeracy

and

practical knowledge of statistics

essential, with experience in advanced techniques such as

regression analysis

,

clustering

, and

predictive modeling

. Proficiency in programming languages such as

Python

,

R

, or

SQL

, as well as data visualization tools like

Tableau

,

Power BI

,

DOMO

or

QlikView

. Familiarity with

statistical software

(SPSS, Minitab, or similar) and

advanced Excel functionalities

. Ability to develop

practical, actionable solutions

based on data insights. Strong

written and verbal communication skills

, with experience in

storytelling with data

to drive business decisions. Experience

presenting to and influencing internal and external stakeholders

at all levels of seniority. Demonstrable ability to

compose high-level presentations, papers, and documentation

tailored to the audience. Experience in

cross-functional collaboration

and managing

diverse stakeholders

. Exceptional

planning, organizational, and time management skills

.

Call Center Management experience

preferred, with a track record of supporting operational improvements.

Project management experience

and related certifications advantageous. Innovative

problem-solving skills

and the ability to adapt to evolving business needs.

Continuous learning mindset

to stay updated on emerging trends in analytics and data science.

Person Specification

Minimum

2+ years' experience

in data analysis, insights, or a similar analytical role. Proficient in

data visualisation tools

such as

Power BI

,

Tableau

, or

Looker

. Working knowledge of

SQL

for querying databases. Demonstrated understanding of

fundamental statistical and analytical techniques

, including methodologies such as

Six Sigma

or

Prince 2

. Experience using

Python

or

R

for statistical programming is a plus. Strong

communication and storytelling skills

, able to clearly translate data into actionable insights for technical and non-technical audiences. High attention to detail and strong

problem-solving capabilities

. Ability to develop

practical solutions

based on the outputs of data analysis. Familiarity with

predictive analytics

and

machine learning techniques

is advantageous. Proficiency with

Microsoft applications

, particularly

Excel

and

PowerPoint

. Understanding of

client systems, processes, and best practices

in a BPO or contact centre context.

Accountabilities & Deliverables

Service Excellence

Proactively identify opportunities to enhance the level of service provided to internal and external stakeholders. Develop and present insights in a manner that is clear, concise, and actionable.

Driving Results

Contribute to business success by achieving individual and team objectives. Use data-driven insights to support strategic decisions and deliver measurable business outcomes.

Innovation

Seek opportunities to improve processes, tools, and methodologies while managing associated risks. Proactively suggest new ideas to management and challenge the status quo diplomatically.

Managing Relationships

Build and maintain strong relationships across the organization, demonstrating integrity and respect. Engage effectively with stakeholders, persuading others to consider alternative perspectives and accept outcomes through logical discussion and reasoning.

Required Behavioral Competencies

Recognition

- Acknowledge and celebrate individual contributions to ensure collective success.

Integrity

- Maintain a positive attitude and lead by example, treating others with respect and fairness.

Unity

- Prioritize team success over personal interests, fostering a collaborative environment.

Commitment

- Honor promises made to colleagues and customers, consistently delivering high-quality results.

Wow Factor

- Strive to exceed expectations by continually seeking to amaze and inspire.

Adaptability

- Thrive in a fast-paced, high-pressure environment while maintaining focus and resilience.

Proactive Learning

- Demonstrate a commitment to personal and professional growth by staying informed about industry trends.

Emotional Intelligence

- Effectively manage interpersonal relationships with empathy and professionalism.

Location:


ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town
Language Requirements:


Time Type:


Full time

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