Business Intelligence Reporting Analyst

Drive your career forward with Percepta and join the people powering the world's leading automotive customer experiences. As a Business Intelligence Reporting Analyst working remotely in the Pretoria Metropolitan Area, you’ll be part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of our award-winning, people-first culture.

What You’ll Be Doing

The Business Intelligence Reporting Analyst is responsible for providing reporting and analytical support across the organization to enable data-driven decision making and support strategic planning by Percepta leadership. As a key member of the Centralized Reporting Team, this position is responsible for an enterprise-wide approach to data management and reporting through business intelligence reporting initiatives. The team will create and maintain a variety of contact center operational reports, both automated and manually generated and will be the key point of contact for operation leadership’s and client reporting needs.

During a Typical Day, You’ll

• Work directly with clients and Percepta leadership to develop, design, enhance, and generate contact center reports for end users taking highly complex information and producing user-friendly reports for review by management and clients.
• Continually seek to improve existing reporting processes, frequency, and distribution methods by incorporating automation techniques, initiatives, and technology trends.
• Ensure the integrity and 100% accuracy of all reports distributed from the Centralized Reporting Team.
• Key member of the project team responsible for designing and implementing an enterprise reporting model to include data governance guidelines
• Standardize cross-departmental data definitions, KPIs, and calculations and ensure ongoing conformance to published standards
• Partner with report users and the Percepta Data Warehouse team to create business requirements for new data warehouse feeds
• Participate in development and UAT phases of all new reports and report enhancements
• Provide organizational training for new users, training on new reports/report enhancements, and continued organizational awareness of reports availability
• Develop procedures and operating instructions for all reporting processes and applications.
• Provide production support through problems analysis and resolution to correct deficiencies within reporting applications.
• Seek out new opportunities to evaluate data through the utilization of new technologies and tools
• Actively participate in call routing discussions to identify data collection and reporting needs.
• SME in terms of process and data collection for all applications utilized by the Reporting, Operations, and WFM teams.
• Work on activities, projects, and requests for data extrapolation as requested by Percepta Leadership

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• Build skill sets and continue to develop proficiency of the department’s systems and applications ensuring Percepta remains on the cutting edge of Workforce Management within the industry that will facilitate the growth of yourself and Percepta within the industry

What You Bring to the Role

• Undergraduate University degree.
• Relevant contact center reporting and analysis experience will be considered.
• Minimum mid-level experience as a contact center data and reporting analyst
• Minimum mid-level experience in Microsoft Excel to include VBA, macros, pivot tables, and advanced functions
• Experience with SQL, SharePoint Reporting, Access Databases o Oracle SQL Developer, MS SQL Management Studio, and MS Business Objects Experience Preferred
• Must be able to draw conclusions from raw data and summarize results quickly and efficiently using logic and reasoning to identify conclusions and approaches to problems,
• Technical understanding and experience with call center tools, telephony systems and contact management center systems (Cisco, Avaya CMS, Aspect Workforce Management / eWFM)
• Proven experience with Power BI and MS office suite including Excel, Word, PowerPoint, Visio, Access
• Advanced Excel (formulas, Pivot Tables, Charting/Visualizations, Reporting, and Dashboard building, and VBA)
• Understand requirements to maintain an accurate data/reporting environment that meets operational needs in the contact center industry
• Experience with designing reports utilizing OLAP cubes as the data source.
• Excellent written and verbal communication skills, specifically an ability to communicate effectively across multiple management levels
• Create a positive work environment that fosters successful team performance
• Strong customer service, interpersonal and relationship-building skills
• Exceptional time management skills and attention to detail
• Detailed understanding of contact center metrics and relational impacts.

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A Bit More About Your Role

Must be able to interact with all internal and external departments and contacts. Must represent Percepta professionally with all clients and external organizations and contacts.

Work Expectations

• M-F Business hours, with occasional additional hours if deadlines or business needs require.

This is a fully remote position. Therefore, in order to be considered for the vacancy you must be able to work comfortably from home and most importantly have access to a stable internet connection as well as a suitable back-up solution to enable you to work during loadshedding. (Connection via mobile data will NOT be considered.)

About Percepta

Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty for its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.