Performance and Innovation Executive - Mount Edgecombe, South Africa - O'Dwyer Personnel

O'Dwyer Personnel

Verified Company

Mount Edgecombe, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

The Performance Executive will be responsible for driving high impact performance enhancement interventions and innovations at all levels.

You will develop and utilise leading AI and statistical diagnostic tools to analyse performance across a wide range of contact centre campaigns.

The incumbent will further develop performance management frameworks to enable continuous assessment of our people and to maximize the impact of new initiatives aimed at continuous performance improvement.

Key Responsibilities:

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1. Data analytics and insights generation_

Translate campaign outcomes into actionable goals and develop appropriate performance measures and indepth analytics to track progress against goals.
Extract data from various sources and convert it into meaningful information that can enhance the effectiveness of individual agents and campaigns.
Analyze existing reports/dashboards to ensure consistent information supply in the required format/frequency.
Add additional insight into existing or new reports/dashboards to allow the business to deliver valueadded services or that translate into enhanced business efficiencies and / or performance.
Involvement in new projects/tasks, design and develop analytical solutions in line with business requirements and service adhoc requests for information within the required timeframe and specification.

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2.

Continuous improvement and innovation:
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Work closely with the existing Managing Executives of the Group Business Units to gain a thorough understanding of key levers and drivers of success.
Introduce leading technologies, processes and data practices and design and deliver performance driven solutions for Group Business Units.
Provide appropriate insight to embed a dynamic culture of success, with a strong goal orientation and focus on continuous improvement and ongoing business success.
Identify trendsetter ideas for adoption / implementation by researching relevant technologies and industries, as well as tracking thought leaders and their accomplishments.
Develop internal Group Performance thought leadership and establish credentials as a centre of excellence.

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3.

Performance management:
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Design and implement the Group wide performance management / improvement programme.
Create reporting frameworks to enable measurement, monitoring, and management of people performance against defined benchmarks.
Ensure delivery of a highperformance culture and improved people engagement experiences within a multidisciplinary environment.
Drive a performance agenda which leverages high impact, cross functional teams which directly support business delivery.

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4. People/Business engagement_

Understand what motivates people across all levels within the business and design custom interventions that enable retention and development strategies.
The incumbent must be able to contribute on an ongoing basis to the development and evolution of the group as well as the underlying entities value proposition to people and processes.
The incumbent must be able to work collaboratively to ensure that the performance strategy converts to results on the Operations floor. This will be a key measure of success.

Requirements and Skills:

Relevant degree with a major in a statistics, machine learning, and/or computer science
Experience in implementation of continuous improvement and performance management frameworks
Experience in similar role in a complex high performance operational environment
Strategic ability combined with creativity
Analytical thinker with excellent quantitative and superior problemsolving skills
Techsavvy with an enquiring mind, eager to explore new and emerging technologies
Visionary, with the ability to adopt and implement new technologies to achieve superior outcomes.
Project management skills.