Department: Team Leader, Back Office
Location: Nairobi
Position Reporting to: Head of Customer Experience
Job Purpose / Summary: Reporting to Team Leader, Back Office; the Planning & Data Analyst is expected to turn data into information and information into insights to guide business decisions.
The Analyst will conduct full operations lifecycle activities to include requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvement areas.
Key Roles:
Provide weekly, monthly and annual forecasts and resource planning in order to support the department performance objectives
Interpret data, analyze results using statistical techniques and provide ongoing reports
Identify, analyze, and interpret trends or patterns in complex data sets
Generate and distribute management reports (periodic and ad hoc) in an accurate and timely manner
Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
Acquire data from primary or secondary data sources and maintain databases/data systems
Review system reports and performance indicators to locate improvement opportunities on process, service and resource planning
Work closely with management to prioritize business and information needs
Defining inputs for ad hoc Business Case justification
Analyze business information to identify process improvements for increasing business efficiency and effectiveness
Participate in cross-functional meetings to resolve recurring customer issues
Link to IT & other source departments on system issues relating to reporting
Ensure there is a recovery plan on data relating to customer support operations
Manage the information systems through defining data entry & extraction points
Define system access matrixes for Team as per security and IT Policies
Provide customer support and assistance in issue troubleshooting and resolution
Experience & Background Needed
A good understanding of customer support resources, forecasting and planning techniques and how their successful deployment can deliver step change in the customer experience and operation efficiency
2 years’ experience in a large 24/7 and diverse customer support operation, preferably in ICT sector
Experience with Workforce Management technologies, preferably within a multi-site or multi-skilled, complex telephony environment
Recent and demonstrable experience in data analysis, reporting and planning
Technical expertise regarding data models, database design development, data mining and segmentation techniques
Knowledge of statistics and experience using statistical packages for analysing large datasets (Excel, SPSS, SAS etc)
Added advantage – reporting packages (Business Objects etc), databases (SQL etc), programming (XML, Javascript, or ETL frameworks)
Strong analytical skills with the ability to collect, organise, analyse, and disseminate significant amounts of information with attention to detail and accuracy
Adept at queries, report writing and presenting findings
BS in Mathematics, Economics, Computer Science, Information Management or Statistics
