We are pleased to announce the following vacancy in the Customer Operations Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Reporting to the Manager Reporting in the Resource Planning & Reporting department, the job holder will be responsible for data extraction, data Integrity checks, reports generation and analysis to support the divisional management decisions.
Job Responsibilities
Generate accurate reports as per set timelines & analysis on performance trends by liaising with other sectional stakeholders to relate Contact Centre metrics to other business measures, to identify interaction drivers and other useful insights for decision making
Provide and manage efficient feedback mechanisms from users of reports and Management Information Systems;
Predictive analysis of the focus areas giving insights on performance/process/product improvements;
Drive the automation of daily routine reports;
Liaise with the rest of business to get the necessary data for analytical purposes & Ensure all Customer Management reporting requirements are fully met before go-live of new Systems, products, processes & services;
Follow up on faster resolution of issues during Customer Management reporting systems downtimes with IT support partners;
Consistently interrogate data to confirm accuracy and completeness from the various data source while Identifying any integrity issues/gaps and follow-up for resolution with the relevant teams within the set SLAs and;
Efficiency in Management Information Systems reporting by periodically improving on data retrieval and storage with IT.
Qualifications
Degree from a recognized university, preferably a degree in Mathematics (operations research), Statistics, Finance, Accounting, Economics, Computer Science & IT. An advanced degree highly preferable;
Two year’s experience in database & programming languages i.e SQL, Python, R Analysis
Two year’s experience in Web Development Languages i.e PHP, HTML, Java, Ruby, C++
Two year’s experience in using visualization tools i.e Tableau, Power BI, Qliksense
At least 3 years working experience in telecommunications industry and with additional experience in the reporting/workforce team of at least six months.
Detail oriented and able to ensure the highest level of accuracy in data mining, analysis and feedback;
Strong System savvy and willing to try new ideas and problem solving approaches;
Strong analytical skills with a strong capability to develop and analyze complex data sets and understand their significance to customer care; and
Good interpersonal skills and ability to work in a team.
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