Job Title: Analyst – Customer Informatics
Organisation: MTN Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Senior Specialist -Operation Support & Information Management
About US:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Key Duties and Responsibilities:
- 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.
Qualifications, Skills and Experience:
- The applicant for the MTN Uganda job must hold a Bachelor’s degree in a business-related course with a bias in Statistics, Mathematics, Computer Science, Data Science, or related field
- 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.
- One to three years of 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.
- 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.
- 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
NB: Female applicants are strongly encouraged to apply.
In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 22nd August 2023
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