Job Summary

Analyst

Key Responsibilities

Monitor Key Performance Indicators (KPIs) for scaled operations using reports, performance dashboards and system generated anomaly alerts.

• Analyze real-time/ near real-time performance data against business standards and identify issues/ gaps in performance.

• Observe performance of specific systems and workflow streams, evaluate the information collected, and provide reports on any incidents that occur.

• Escalate gaps, issues identified, bugs and outages, to respective leads for business continuity response

• Trigger Next Best Actions (NBAs) based on business objectives and policies

• Measure, and report SLA performance for the different teams and functional areas.

Skill Requirements

• Over 2 years of experience in customer service, including handling multiple phone lines and managing ticket-related communications within a Command Center environment.
• Proficient in computer applications essential for daily operations, such as Data Entry and the MS Office Suite (Word, Excel, Outlook).
• Skilled in multitasking across multiple software platforms, with strong knowledge of internet-based tools and efficient website navigation.
• Excellent written and verbal communication skills, demonstrating professionalism, clarity, and attention to detail.
• Experienced in data visualization and storytelling, leveraging tools like SQL, Tableau, Advanced Excel and Workspace to deliver actionable insights.
• Familiar with Root Cause Analysis (RCA) and related methodologies, adding value to problem-solving and process improvement initiatives
  
  

Other Requirements

Any bachelors degree