Role Purpose:

Act as the decision support function for the Customer Care department by preparing the necessary analysis, reports & giving recommendations to assist in the decision-making process as well as detecting/highlighting issues that may have positive or negative impact on the business.

Key Accountibilty & Decision Ownership:

1. Operational Reporting & Analysis:

• Prepare reports in coordination with functional areas that support Customer care management to understand and analyze customers calling and payment behavior
• Ensure accurate and timely reporting on Customer care KPI’s with proper analysis and recommendation 
• Preparation of periodic and ad-hoc reports ensuring data quality and accuracy
• Develop, monitor and analyze KPI’s throughout the Customer Care functions to enable informed decisions and provide prompt feedback of risk and exposure issues as hotline Analysis, bad debt distribution, etc.
• Prepare statistical models and operational models and maintain the MIS On-line and E-analysis reporting and ensure its continuous update with the required periodic report and verify its ability to support the decision-making
• Coordinate with IT department to automate reports generation 
• Co-ordination between the IT and all Customer Care functions regarding all requested reports
• Participate in the preparation & implementation of different databases / data mining applications or models
• Prepare any required reports or analysis other departments (Commercial, Finance, DWH, etc.)
• Prepare risk function analysis & implement tools that help in minimize loss & increase revenue

  2. Financial Reporting:

• Create & Design Customer Care Bad-Debt reports defining gaps & opportunities.
•  Prepare NBA accruals reports.
•  Generate reports that measure impact of customer care projects.

  3. Insights:

• Analysis key indicators, and benchmarks vs. the competitor and supports the operational teams with reasoned analysis e.g. extracting the root causes behind deviations etc
• Prepares monthly report of key changes in Call Centre Tracker and other indicators of Customer Delight, and ensures actionable tasks are carried-out together with measurement of their success
• Analyses data to discover best practice in one area, and ensures that other areas are made aware of specific benefits that could be achieved 

   4. Headcount planning & forecasting:

• Effective participation with Customer Care Management and Planning Function to develop an accurate reports helps in building headcount forecast 

   5. Communication  

• Provide analytical, technical, business and management expertise to the customer operations management team
• Analyze, develop action plan, and resolve service delivery and/or service level issues
•  Maintain excellent communication with all stakeholders
   

Core Competencies, knowledge and experience:

• University degree in Business Administration, computer science or Statistics  
• Relevant Years of experience: from 1-3 years’ experience preferable in reporting, statistical or financial analysis 
• Excellent commercial acumen and ability to identify and solve varied business problems and excellent stakeholder’s management  
• Advanced knowledge of call center industry (systems, processes, techniques)
• Excellent & proven ability to be initiative and decisive
• SQL &Python is a plus