DESCRIPTION
We are pleased to announce the following vacancy in the Service Management Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Reporting to the Manager, Service Analytics & Insights, the position holder will be responsible in ensuring best customer experience for the mobile and fixed customers.
Key Responsibilities:
Develop real-time & historical voice and data KPIs from probe data towards building a complete Customer Experience Management platform
Automation of the customer network issues resolution process which are raised through the various customer channels
Offer support to customer care team in first line troubleshooting of network complaints raised by customers
Develop crowdsourcing insights platform based on requirements provided by technology and business teams
Safaricom’s single point of contact with the crowdsourcing providers on Technical issues that may arise or in making new requests
Collaborate with the Terminals department by providing device insights based on requirements
Collaborate with the Technology teams towards delivering initiatives in the customer obsession stream such as congestion relief, best video streaming network & resolution of network underutilization to within targets
Development and support of tools that shall be key towards improving customer network experience such as mobile apps and web portals
Providing network and customer insights through prescriptive and predictive analytics
QUALIFICATIONS
Bachelor’s Degree in Telecom engineering /electrical & electronics engineering/IT.
Good knowledge of Mobile & Fixed network environment and operations
Good understanding of the data analysis tools – oracle databases, MySQL, Splunk, Power BI
Programming in python, java
Basic level statistics
Ability to analyze large data sets
Good understanding of mobile app and web development
Knowledge of Cloud computing
Ability to work with cross-functional teams and handle multiple simultaneous projects
Apply via :
safaricom.taleo.net
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