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Cops Analytics Sr. Analyst

4 weeks ago

القاهرة, Egypt Vodafone Full time

**Role Purpose**:
Act as the decision support function for the Customer Care department by preparing the necessary analysis, reports & giving recommendations to assist in the decision-making process as well as detecting/highlighting issues that may have positive or negative impact on the business.

**Key Accountibilty & Decision Ownership**:
**1. Operational Reporting & Analysis**:

- Prepare reports in coordination with functional areas that support Customer care management to understand and analyze customers calling and payment behavior
- Ensure accurate and timely reporting on Customer care KPI’s with proper analysis and recommendation
- Preparation of periodic and ad-hoc reports ensuring data quality and accuracy
- Develop, monitor and analyze KPI’s throughout the Customer Care functions to enable informed decisions and provide prompt feedback of risk and exposure issues as hotline Analysis, bad debt distribution, etc.
- Prepare statistical models and operational models and maintain the MIS On-line and E-analysis reporting and ensure its continuous update with the required periodic report and verify its ability to support the decision-making
- Coordinate with IT department to automate reports generation
- Co-ordination between the IT and all Customer Care functions regarding all requested reports
- Prepare any required reports or analysis other departments (Commercial, Finance, DWH, etc.)
- Prepare risk function analysis & implement tools that help in minimize loss & increase revenue

**2. Financial Reporting**:

- Create & Design Customer Care Bad-Debt reports defining gaps & opportunities.
- Prepare NBA accruals reports.
- Generate reports that measure impact of customer care projects.

**3. Insights**:

- Analysis key indicators, and benchmarks vs. the competitor and supports the operational teams with reasoned analysis e.g. extracting the root causes behind deviations etc
- Prepares monthly report of key changes in Call Centre Tracker and other indicators of Customer Delight, and ensures actionable tasks are carried-out together with measurement of their success
- Analyses data to discover best practice in one area, and ensures that other areas are made aware of specific benefits that could be achieved

**4. Headcount planning & forecasting**:

- Effective participation with Customer Care Management and Planning Function to develop an accurate reports helps in building headcount forecast

**5. Communication**
- Provide analytical, technical, business and management expertise to the customer operations management team
- Analyze, develop action plan, and resolve service delivery and/or service level issues
- Maintain excellent communication with all stakeholders

**Core Competencies, knowledge and experience**:

- University degree in Business Administration, computer science or Statistics
- Relevant Years of experience: from 1-3 years’ experience preferable in reporting, statistical or financial analysis
- Excellent commercial acumen and ability to identify and solve varied business problems and excellent stakeholder’s management
- Advanced knowledge of call center industry (systems, processes, techniques)
- Excellent & proven ability to be initiative and decisive
- SQL &Python is a plus