Full time Offered Salary :

Data Analytics Business Partner – Team Manager at Safaricom Kenya. Nairobi

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Job Description

In this role, you will lead and manage a team of data analysts to develop dashboards, generate reports and provide insights to Contact Centre and Digital Channels. It is a job that combines both people management, stakeholder management and technical delivery. You will report to the Senior Manager – BI and Data Governance.

Roles and Responsibilities

  • Ensure that Contact center, Digital care and Retail Experience performance reports are accurately and timely prepared
  • Lead preparation of monthly and annual dashboards and ensure that the variance is well explained.
  • Lead Preparation and periodic review of customer experience performance incentive program to ensure relevance and alignment to performance objectives
  • Compute cost per call, cost per non voice contacts and approve the computation all tariffs on outsourced services
  • Set and approve the objectives for the experience data analytics team.
  • Track workforce planning and performance metrics and advice on opportunity areas.
  • Maintain an updated tracker of all experience KPI’s Benchmark from other similar Organizations.
  • Develop analytics framework to generate actionable insights for experience excellence
  • Provide analysis of performance and generate actionable insights to support decision making
  • Provide and manage efficient feedback mechanisms from users of reports and available MIS Platforms
  • Drive the automation of daily routine reports in the section and lay foundation for regular actionable insights to add value to digitized reports
  • Sit in projects to ensure data reporting requirements are met before go live of new Systems, products, processes & services
  • Follow up on resolution of downtimes affecting the data analytics team and Customer Experience
  • Regularly interrogate data to confirm accuracy and completeness from the various data source
  • Drive efficiency in data analysis by periodically improving on data retrieval and storage
  • Ensure adherence to data governance and privacy regulatory requirement
  • Liaison with the rest of business to get the necessary data for analytical purposes to
  • Run projects geared towards innovating overall data analytics space
  • Ensure BCP planning is incorporated in the data analysis and update activities

QUALIFICATIONS

  • A Bachelor’s Degree, from a recognized university, in Mathematics, Statistics, Economics, Computer Science or any other quantitative field
  • 5 years of experience working with Contact Centre performance data
  • Good interpersonal skills and ability to lead a highly engaged team
  • Working knowledge of dashboarding tools e.g. Qlik, Tableau, PowerBi
  • Working knowledge of SQL
  • Strong analytical skills with capability to develop and analyze complex data sets and understand their significance in driving customer experience excellence
  • Excellent presentation and storytelling skills
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