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