Customer Operations Analyst - VDCS01
The Analyst is responsible for
Collecting, manipulating and studying data to reveal ways to improve the business across various touch points and functions within the department.
Ensuring that the data repositories produce consistent, reusable data.
Reports and presentation preparation within the department
The analyst will work with a good number of stakeholders at all bands and cross functionally.
Critically analyze data
Identify and interpret patterns and business trends especially variance analysis.
Assess data quality and eliminate irrelevant data.
During the research, the analyst might seek out experts in the area related to the situation to learn more about it and potential solutions to improve performance.
The analyst might also request the assistance of other data analysts.
Collect data using a variety of methods, such as data mining and hardcopy or electronic documentation study, to improve or expand databases.
Continuously developing other tools for monitoring, tracking and reporting purposes.
Make recommendations about the methods a company should use to collect, analyze and manage data to improve data quality and the efficiency of data systems.
Communicate the results of the analysis as a comprehensive report to decision makers and others affected by the results
In the report, offer several potential solutions, such as a new business process, training method or technology; or employee or departmental changes.
Manage consolidated operational reporting for Customer Service department and each section’s performance.
Any other duties that might be assigned.
QUALIFICATIONS & EXPERIENCE
3 years relevant experience (Research & Analytics, Marketing Customer Service Operations).
Degree / Diploma and / relevant experience
Swahili & English (fluent)
Strong analytical skills – Sharp technical acumen complimented by strong industry knowledge.
Stakeholder engagement – delivery of results through key stakeholders and partners
Customer focussed – solid understanding of the customer
Process-oriented – solid understanding of key cross-functional processes touching the customer experience; able to play an efficient role; able to spot optimization opportunities
Presentation skills – superior, both written and oral
Strong interpersonal skills & a team player