MTN Analyst – Customer Informatics.Customer Operations Jobs in Uganda
Job Details
Main Job Functions:
Responsible for assisting with the development, preparation, analysis and timely provision of reports, data extracts and performance information for Customer Experience Division.
Forecasting planning factors for all Operating Units across the Customer Experience Division such as (For Contact Centre); Service levels, Call volume, Call patterns, Call response Capacity, staffing, Staff productivity, workflow, customers history and calling information.
Participate in the development, implementation and improvement of management and business analysis and reporting systems plans, policies, procedures, and standards.
Consult and interact with business managers and other relevant stakeholders to contribute to the enhanced provision of business system services
Maintain documentation of analysis and reporting functions across all Customer Experience Departments.
Develop an understanding of the strategic and performance framework of each Customer Experience Department.
Support the provision of a center of expertise for performance management, performance measurement and benchmarking activities.
Intraday re-forecasting of calls and AHTs to understand FTE requirements across the day and the week
Maximizing department performance through optimization of scheduled activity.
Generate weekly / monthly forecasts of department’s key performance indicators.
Communicate all performance impacts, analysis and achievements to management in a timely manner to aid decision making.
Provide key IT direction for Business activities and processes.
To perform analysis and recognize patterns, trends and relationships of data to assist in the development of solutions for all Customer Operations Departments.
Identify, communicate and manage any potential options for cost savings, Customer campaigns, Upselling and Cross Selling opportunities.
Manage, update and develop the Customer Operations Dash boards.
Solicit requirements through interviews, workshops and existing documentation.
Education:
Bachelor’s degree in a business-related course with a bias in Statistics, Mathematics, Computer Science, Data Science, or related field
Training:
Application of SQL Query language, Python, PowerBI, Machine Learning and Excel
Performance Management Supervisory Fundamentals, HR practices, People management
Training on Customer Operations Systems (Business Support).
Presentation skills and communication skills.
Experience:
1-3 years’ experience in a Customer Operations environment at a planning level
Modelling and Analytical exposure
Experience with Reporting, Data Generation, Management and Analysis
Adept at queries, report writing and presenting findings.
Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
Technical expertise regarding data models, data mining using SQL, Python and Power BI.
Knowledge, Skills and Competencies:
Knowledge:
Application of computer skills to business planning and data analytics.
Ability to complete analyses and extract relevant information for decision making.
Proficiency in data analytics and handling of relevant software.
Skills / physical competencies:
Good numerical, analytical, and evaluative skills to conduct data and/or statistical analysis and there by present it in easy-to-understand format including but not limited to graphical
form.
Communication and time management skill.
Interviewing skills to gather essential requirements.
Interpersonal skills
How to Apply
For more information and job application details, see; MTN Analyst – Customer Informatics.Customer Operations Jobs in Uganda
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