Analytics Consultant

Analytics Consultant

At Foundever, our mission is simple: to be the solutions and the team behind the best experiences for the world's leading brands — wherever and whenever needed. With 170,000 employees globally, Foundever securely connects brands with their customers more than 9 million times every day across 60+ languages. Our global footprint makes us one of the leading international players in the BPO industry. As we continue to grow across our English-speaking markets, we are looking for an experienced and commercially minded Analytics Consultant to join our expanding Analytics & Insight team in Cape Town.

This role is ideal for someone who is naturally inquisitive, analytical, and passionate about turning complex data into meaningful business insight. As an Analytics Consultant, you will combine your technical expertise with strong stakeholder management skills to deliver analytics and insight programmes for both internal stakeholders and external clients. Your work will support a range of outcomes including operational optimisation, customer experience improvement, revenue growth, and strategic decision-making. You will work closely with operational leaders, clients, and internal support teams to design, develop, and present high-impact analytical solutions across multiple sectors and programmes. This is a highly visible role that offers exposure to international stakeholders, client engagement, and the opportunity to contribute to the continued growth of our analytics capability within Foundever.

Important Requirement: A minimum of 2 years' experience working with contact centre or customer operations data is essential. Applications without relevant contact centre analytics experience will unfortunately not be considered.

Key Responsibilities

• Data Analysis & Insight Delivery
• Lead the delivery of analytics and insight programmes across multiple client accounts
• Analyse large and complex datasets to identify trends, risks, opportunities, and performance drivers
• Translate analytical findings into clear, actionable business recommendations
• Develop and deliver presentations to operational stakeholders and client teams
• Partner with BI and reporting teams to design and optimise dashboards and visualisations in Power BI
• Design and execute analytical experiments and testing methodologies where appropriate
• Support and mentor junior team members within the analytics function
• Stakeholder Management
• Partner with operational and client stakeholders to understand business challenges and objectives
• Present insights and recommendations to audiences ranging from Team Managers through to senior leadership and client stakeholders
• Build trusted relationships with internal teams and clients through strong commercial and analytical support
• Solution Design & Continuous Improvement
• Identify opportunities to improve operational performance, customer experience, employee experience, and commercial outcomes
• Support the implementation and tracking of insight-led improvement initiatives
• Stay up to date with emerging analytics tools, technologies, and industry trends
• Commercial & Sales Support
• Support the development of business cases, ROI models, and insight-driven proposals
• Contribute to analytics solutions for new business opportunities and existing client growth initiatives
• Partner with senior leadership to support strategic client engagements and solution development

Skills, Experience & Qualifications

Minimum 3 years' experience in an analytics or insight-focused role

Previous experience within a BPO, contact centre, customer operations, or CX environment is highly advantageous

Strong hands-on experience with SQL, Python, or R

Intermediate to advanced Power BI skills including dashboard creation and data visualisation

Experience working within cloud-based data environments such as Microsoft Azure is advantageous

Exposure to platforms such as Databricks would be beneficial but is not essential

Strong communication and presentation skills with the ability to explain complex data in a business-friendly manner

Excellent problem-solving and critical-thinking capability

Ability to manage multiple projects and stakeholders in a fast-paced environment

What We Offer

Competitive market-related salary

Performance-based bonus opportunity

Private medical & Pension

Annual leave entitlement

Career growth and development opportunities within a global organisation

Exposure to international clients and strategic business initiatives

Supportive and collaborative working environment

Location: South Africa

Applicants must be legally authorised to work in South Africa

This role offers flexibility to work remotely; however, candidates who do not have a suitable home-working environment or stable connectivity will be expected to work from our Cape Town office. Applicants should therefore be within a reasonable and commutable distance of Cape Town if office-based working is required.

Foundever is committed to Employment Equity, diversity and inclusion. Appointments will be made in line with the company's Employment Equity strategy and operational requirements.