{"id":28080,"date":"2016-06-10T15:01:25","date_gmt":"2016-06-10T13:01:25","guid":{"rendered":"https:\/\/joblistsouthafrica.com\/?p=28080"},"modified":"2016-06-10T15:01:25","modified_gmt":"2016-06-10T13:01:25","slug":"shoprite-data-officer","status":"publish","type":"post","link":"https:\/\/joblistsouthafrica.com\/shoprite-data-officer.html","title":{"rendered":"Shoprite: Data Officer"},"content":{"rendered":"

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<\/span><\/p>\n

Purpose<\/span><\/p>\n

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.<\/span><\/span><\/p>\n

Qualifications<\/span><\/strong><\/p>\n

Essential:
\n\u20222-3 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<\/span><\/span><\/p>\n

Experience<\/span><\/strong><\/p>\n

Essential:
\n\u20222-3 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
\n\u20222-3 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
\n\u20222-3 years Call Centre Data Management and Reporting<\/span><\/span><\/p>\n

Desirable:<\/strong>
\n\u20222-3 years Workforce Management\u00a0Knowledge<\/span> Desirable:
\n\u20222-3 years Contact Centre reporting best practice<\/span><\/span><\/p>\n

Skills<\/span><\/p>\n

Essential:
\n\u2022Excellent verbal and written communication skills
\n\u2022Report writing skills in Excel
\n\u2022Advanced Excel skills<\/span><\/span><\/p>\n

Desirable:
\n\u2022Microsoft Dynamics CRM and SAP Cloud 4 Customer<\/p>\n

Job objectives<\/span><\/strong><\/p>\n

Reporting:
\n\u2022Refer errors and required changes to agents to ensure that reports are accurate
\n\u2022Compile and distribute weekly and monthly CRM reports
\n\u2022Compile and distribute the weekly and monthly telephony reports
\n\u2022Compile a weekly trend report for management
\n\u2022Report on operational performance and issues
\n\u2022Do data extracts on an ad hoc basis<\/span><\/span><\/p>\n

IT liaison and systems management:
\n\u2022Engage with IT support personnel to ensure that all systems are operating correctly and are updated as and when required
\n\u2022Maintaining the CTI-list on CRM.<\/p>\n

Workforce Management:
\n\u2022Monitor Service Levels through the department to ensure that standard benchmarks are being achieved
\n\u2022Managing the analysis of intra-day\/daily service level performance, call volume, staffing and initiate real-time corrective actions to ensure acceptable service levels
\n\u2022Complete monthly forecast report to assist in resource planning and allocation
\n\u2022Develop projections of capacity needs based on call volume
\n\u2022Manage data input to ensure that quality data is captured for accurate reporting and analysis<\/p>\n

Knowledge base and information management:
\n\u2022Update information and data on the Customer Service Centre portal as needed
\n\u2022Write Knowledge Articles for Customer Service Centre agents to access either on the Customer Service Centre portal or CRM when required.
\n\u2022Develop logging procedures and standards to ensure accurate data<\/p>\n","protected":false},"excerpt":{"rendered":"

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…..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[16],"tags":[179],"jetpack_publicize_connections":[],"yoast_head":"\nShoprite: Data Officer - Jobs in South Africa 2024<\/title>\n<meta name=\"description\" content=\"The Shoprite Group of Companies, Africa's largest food retailer, operates 1825 corporate and 363 franchise outlets in 15 countries across Africa and the\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/joblistsouthafrica.com\/shoprite-data-officer.html\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Joblist South Africa\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/joblistsouthafrica.com\/shoprite-data-officer.html\",\"url\":\"https:\/\/joblistsouthafrica.com\/shoprite-data-officer.html\",\"name\":\"Shoprite: Data Officer - 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