Yonela Ntinga

BI Team Lead

• Assist onboarding analysts with database information and accessibility, coding, statistical methods, data analysis and visualisation
• Assign data analysis requests to team members of the BI Team

Analysis and Business Insights

• Ad hoc analysis requests driven by business fluctuations
• Maintenance on Smart Routing model features using correlation and regression analysis and apply amendments when necessary
• Data extract for analysis across required databases

Reporting

• Create and maintain a report that calculates periodic cumulative growth, revenue and cost saving on models which is summarised and compiled monthly and shared with ME of Digital Care and COPS Chief.
• Host weekly update sessions with internal team on the KPI targets and what need to be achieved to meet goals

Big Bets

• Collaborate with other business units to deep dive on selected business problems in the contact centre and on customer retention.

Complexity Index and Use Cases

• Create and maintain a Complexity Index on call drivers to scale the importance of use cases, and investigate the use case journeys.

Call Centre Analysis

• Call centre and customer analysis to continuously maintain key performance indicators such as NPS, FCR, AHT, Revenue
• Benefit analysis after technology change is deployed or process restructure

Assist on publications

• Assist in drafting public documents such as the Annual Report, Strategic Plan and Performance Plan

Research

• National Health Insurance (NHI) Research on adaptability purposes in South Africa

Data Capturing

• Capture healthcare statistics and summarise

Call Agent

• Provide customer service to Amazon customers on the products and service queries.

Audit and peer coach

• Peer assess calls and write up coaching feedback.

Train on seasonal intakes

• Work on the floor on new team intakes.