Job Title:

Insights Analyst

Job Description

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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