COPS Analytics Sr. Analyst

Vodafone - Egypt - Giza
Vodafone

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

Post date: Today
Publisher: Vodafone jobs
Post date: Today
Publisher: Vodafone jobs