Talent Pool: SLA Analyst MMH

Role Purpose

Monitor, analyse, and assure performance against Service Level Agreements (SLAs) and Turnaround Times (TATs) across Contact Centre and Back-Office operations. Provide decision‑grade insights, variance attribution, and corrective action plans to maintain member/provider commitments, regulatory obligations, and operational stability. Act as the custodian of SLA/TAT definitions, measurement rules, and auditability.

• Matric/Grade 12
• Diploma/Degree in Operations Management, Industrial Engineering, Information Systems, Statistics, or related field.
• 3–5 years experience in SLA/TAT monitoring, operations analytics, or workforce/reporting roles.
• Exposure to Contact Centre and Back-Office environments; medical scheme administration experience advantageous.
• Strong familiarity with WFM/ACD/CRM/Workflow systems and operational metrics.
• BI & Analytics:
  Power BI/Tableau, advanced Excel; SQL for data validation and ad‑hoc queries.
• Measurement & Modelling: SLA/TAT formulas, backlog/throughput modelling, variance attribution.
• Tooling:
  Verint/NICE/Genesys reporting, CRM/Workflow data extraction.
• Data Governance: POPIA-aligned practices, audit trails, lineage/documentation.

• Maintain a single, authoritative SLA/TAT catalogue: clear metric definitions, calculation logic, thresholds, exclusions, and effective dates.
• Align measurement rules with contractual commitments, operational policies, and regulatory reporting (e.g., CMS expectations).
• Implement data quality and lineage controls; ensure auditability and POPIA‑compliant handling of personal information.

• Build and run daily/weekly/monthly SLA/TAT dashboards and exception reports across all channels and work types.
• Track backlog health (WIP limits, ageing distribution, clearance trajectory) and flag risks before breaches occur.
• Publish variance analyses (plan vs actual; driver attribution such as volume spikes, AHT shifts, absenteeism, system issues).

• Facilitate structured root‑cause analysis with Ops and WFM teams; quantify impact by driver (demand, capacity, process, systems).
• Recommend and track recovery plays (skill reallocation, schedule changes, overtime, workflow reprioritisation, automation).
• Document actions, owners, timelines, and benefits realisation; follow through to closure.

• Run SLA/TAT cadence forums with Ops, WFM, and Compliance; present insights and interventions.
• Translate technical metrics into executive‑ready narratives (service risk, cost implications, member/provider impact).
• Support contract governance with vendor partners where applicable; validate third‑party SLA data and disputes.

• Partner with Reporting Analysts/BI to maintain accurate semantic models, ETL pipelines, and calculation consistency (Power BI/Tableau, SQL).
• Validate inputs from ACD/WFM/CRM/Workflow systems; reconcile discrepancies and drive remediation.
• Maintain metric dictionaries and change logs; ensure version control of SLA/TAT rules.

• Identify opportunities to simplify measurements, close data gaps, and automate exception detection.
• Propose threshold refinements and segmentation (e.g., complexity bands) to better reflect operational reality.
• Benchmark performance and contribute to PI (process improvement) roadmaps.

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