Analyst – Customer Informatics Jobs – MTN Uganda Limited

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.

 

Click Here

 

Deadline: 22nd August 2023

 

For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline

Date Posted 2023-08-17
Valid Through 2023-08-22
Employment Type FULL_TIME
Hiring Organization MTN Uganda Limited
Job Location Kampala, Kampala, Kampala, 0256, Uganda

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