• To extract data from call center systems, analyse it and generate  meaningful business information and reports that allow the business to  identify business needs and business solutions that are consistent with the Customer Experience goals and targets Organization Structure (must include who this position reports to)

Key Responsibilities

• Identify the data that is required to deliver business information requirements in respect to customer experience.
• Gather and analyse data, compiling analysis reports to support  management decision making
• Use data modelling practices to analyse business data, macro data, industry trends and general macro-economic data
• Assess impact of macro-economic trends in the telecommunication industry and on our client and prepare informative reports for management consumption
• Analyse on-going operations and identify key areas where operational improvements can drive the financial performance of the business
• Communicate and present results in formats that accurately reflect data
• Investigate results achieved to ensure accuracy of data
• Principal Outputs for this role
• Accurate and informative daily, weekly and monthly operational reports that help management to increase efficacy in handling customer transactions.
• Accurate reports, using reliable data and data sources
• Timely delivery of dashboards to stakeholders (consistency) that highlight areas warranting action
• Reliability of dashboards

Requirements

• Qualifications- Academic and Professional
• Bachelor’s Degree in Business or related field

Experience

• At least 2 years relevant experience in similar position