Shoprite Group Customer Care / Call Centre Jobs in Western Cape
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The Data Scientist Lead plays a pivotal role in transforming the Contact Centre into a data-driven, insight-led environment. This role is responsible for leading the development and enhancement of real-time and historical dashboards, driving customer experience improvements, and optimising operational efficiency through advanced analytics and data visualisation. The role will act as a data-driven advisor to the Contact Centre team, providing insights that support strategic and operational decision-making.
Job Objectives
- Lead the design and development of advanced, real-time Contact Centre dashboards that provide actionable insights for operational and strategic decision-making.
- Support strategic decision-making by providing data-driven recommendations to leadership.
- Translate business questions into analytical views and communicate findings.
- Act as a business advisor to the Contact Centre team with a focus on data analytics.
- Collaborate with real-time analysts and workforce management teams to optimise queue management, staffing, and service levels using predictive analytics. Act as the golden thread with the analysts, agents and leadership.
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- Drive the automation of manual reporting processes, identifying opportunities to implement scalable, system-based solutions.
- Develop and maintain machine learning models to analyse unstructured data and provide insights
- Champion data visualisation best practices, ensuring insights are communicated clearly and effectively to both technical and non-technical stakeholders.
- Partner with IT and business stakeholders to define and implement a long-term data strategy for the Contact Centre.
- Lead the integration of disparate data sources (e.g., CRM, IVR, ACD, QA, CSAT, Social Media technologies) into a unified analytics environment.
- Design and maintain data pipelines for real-time and batch processing.
- Build predictive models to forecast interaction volumes and staffing needs.
- Train Natural Language Processing (NLP) models to classify interactions and automate tagging of contact reasons.
- Optimise call routing algorithms using data-driven insights to improve first-call resolution.
- Ensure data privacy and compliance with regulations in all data processes.
- Implement anomaly detection systems to flag unusual call patterns or potential fraud.
- Collaborate with IT and engineering teams to deploy models into production environments.
- Support budgeting and cost optimisation through data-driven analysis of call centre operations.
- Ensure data accuracy and integrity in all reporting and analysis.
- Support compliance reporting by providing accurate and timely data extracts.
- Mentor and coach junior analysts and data professionals, fostering a high-performance, data-driven culture and a cross functional team.
- Conduct deep-dive analyses into customer journeys, pain points, and behavioral trends to inform CX improvements.
- Design and implement data pipelines and ETL processes to ensure timely and accurate data availability.
- Collaborate with product and digital teams to align Contact Centre insights with broader omnichannel strategies.
- Evaluate and be proactive in recommending new tools, platforms, and technologies to enhance the analytics ecosystem.
- Ensure data governance, quality, and compliance across all Contact Centre analytics initiatives.
- Translate complex data into compelling business cases that drive investment in customer experience and operational improvements.
- Co-develop and maintain performance scorecards for agents, teams, and campaigns, aligned with business KPIs.
- Support A/B testing and experimentation to evaluate the impact of new processes, scripts, or technologies.
- Lead cross-functional analytics projects, managing timelines, deliverables, and stakeholder expectations.
- Stay abreast of industry trends and innovations in AI, NLP, and Contact Centre technologies.
- Continuously assess and improve the maturity of the Contact Centre analytics function, setting benchmarks and driving innovation.
Qualifications
Essential
- Bachelor’s or Honour’s degree in Data Science, Computer Science, Statistics, Mathematics, or a related field
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Experience
Essential
- +6 years of experience in data science, analytics, or business intelligence.
- Proven experience in developing and managing dashboards using tools like Power BI, Tableau, or Qlik.
- Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) and version control tools (e.g., Git).
Desirable
- +2 years of experience in a Contact Centre or customer operations environment.
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