Shoprite: Data Officer - Jobs in South Africa

Shoprite: Data Officer

Posted on :

10 Jun, 2016

Category :

IT Jobs in South Africa

The Shoprite Group of Companies, Africa’s largest food retailer, operates 1825 corporate and 363 franchise outlets in 15 countries across Africa and the Indian Ocean Islands, and reported turnover of R62.519 billion for the six months ended December 2015

Purpose

To provide daily support to the Customer Relations Manager with regards to managing all data, reporting, IT liaison and workforce management in the Customer Service Centre.

Qualifications

Essential:
•2-3 years: Diploma/Degree or equivalent in Business, Statistics, Data Analysis, Information Systems or Information Science . In rare instances experience equivalent to 6+ years in a contact centre environment

Experience

Essential:
•2-3 years with Diploma/Degree or 3-5 years with Certification :Experience in a reporting/analysis role, including experience in and understanding of database structure design and data extraction principles
•2-3 years Experience in synthesizing, analyzing and presenting analysis findings in the correct reporting method. Provide value-add, insights, and analysis on the data and information compiled
•2-3 years Call Centre Data Management and Reporting

Desirable:
•2-3 years Workforce Management Knowledge Desirable:
•2-3 years Contact Centre reporting best practice

Skills

Essential:
•Excellent verbal and written communication skills
•Report writing skills in Excel
•Advanced Excel skills

Desirable:
•Microsoft Dynamics CRM and SAP Cloud 4 Customer

Job objectives

Reporting:
•Refer errors and required changes to agents to ensure that reports are accurate
•Compile and distribute weekly and monthly CRM reports
•Compile and distribute the weekly and monthly telephony reports
•Compile a weekly trend report for management
•Report on operational performance and issues
•Do data extracts on an ad hoc basis

IT liaison and systems management:
•Engage with IT support personnel to ensure that all systems are operating correctly and are updated as and when required
•Maintaining the CTI-list on CRM.

Workforce Management:
•Monitor Service Levels through the department to ensure that standard benchmarks are being achieved
•Managing the analysis of intra-day/daily service level performance, call volume, staffing and initiate real-time corrective actions to ensure acceptable service levels
•Complete monthly forecast report to assist in resource planning and allocation
•Develop projections of capacity needs based on call volume
•Manage data input to ensure that quality data is captured for accurate reporting and analysis

Knowledge base and information management:
•Update information and data on the Customer Service Centre portal as needed
•Write Knowledge Articles for Customer Service Centre agents to access either on the Customer Service Centre portal or CRM when required.
•Develop logging procedures and standards to ensure accurate data

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