Cops Analytics Sr. Analyst

4 months 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


  • Anti-fraud Sr. Analyst

    4 months ago


    القاهرة, Egypt Vodafone Full time

    **Role Purpose**: The role of the Fraud Sr. analyst is to develop and implement a monitoring & Control framework for VF services, this includes investigating, analysing, managing, and reacting to fraud cases of dynamic fraud types. Also to develop high quality critical reporting to Internal & external stakeholders including regulators such as NTRA, VF Group...

  • Business Analyst

    1 month ago


    القاهرة, Egypt Tagway RFID Full time

    Job description Company Description Tagway is a pioneer in RFID technology, providing cutting-edge solutions for inventory management, asset tracking, automated stock checks, and enhanced theft prevention solutions. With over 15 years of experience and 2000+ users across 26 countries, Tagway is a trusted inventory partner globally. The company caters to...


  • القاهرة, Egypt Philip Morris International Full time

    Do you have a passion for challenging analytical assignments? Are you an excellent communicator with strong analytical skills, achievement oriented, and curious to broaden your professional perspective? Do you want to make a difference in our organization and contribute to building something new? If the answer is yes to all these questions, then we would...

  • IT Business Analyst

    2 months ago


    القاهرة, Egypt Nano Health Suite Full time

    We are a healthcare technology company dedicated to revolutionizing the industry through innovative tech solutions. We're looking for a skilled Business Analyst / Software Analyst to join our UAE team. **Key Responsibilities**: - Analyze business processes to define operational objectives and gather requirements. - Design software solutions, including...


  • القاهرة, Egypt Philip Morris International Full time

    Do you have a passion for challenging analytical assignments? Are you an excellent communicator with exceptional diplomatic skills, achievement oriented, and curious to broaden your professional perspective? Do you want to make a difference in our organization and contribute to building something new? If the answer is yes to all these questions, then we...


  • القاهرة الجديدة, Egypt PepsiCo Full time

    Overview: This role is responsible for supporting the MENA FOBO BU Franchise Commercial, finance & planning & other support functions with key reporting and analysis of performance by Channel, Key Customer and Sales Area against key deliverables, Adding value to the reports suite, this role also provides meaningful insights and recommendations to the...

  • System Analyst

    1 month ago


    القاهرة, Egypt Advansys Full time

    Are you passionate about systems analysis and eager to make a difference? Join Advansys as a **System Analyst** and become a vital part of our team that drives innovative solutions! In this role, you’ll collaborate closely with business representatives, project managers, and technical teams to understand, document, and implement user requirements, all...


  • القاهرة, Egypt DiDi Global Full time

    Company Overview: DiDi Global Inc. is the world’s leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...


  • القاهرة, Egypt WEmng Full time

    Job Responsibilities: Understanding business needs and taking the lead to a potential change or transformation. Gathering, identifying, and documenting business/technical requirements. Can handle the different types of documentation (BRD, SRS, Use cases, User Stories, UML diagrams) Lead the planning and execution of business analysis activities, including...

  • Data Analyst

    3 months ago


    القاهرة, Egypt On-Hire Full time

    A leading Fintech company is seeking a detail-oriented and analytical Data Analyst to join our growing team. As a Data Analyst, you will play a critical role in transforming data into actionable insights that can help guide strategic decision-making across the organization. You will work closely with various departments to analyze trends, create reports, and...


  • القاهرة, Egypt United Nations Development Programme (UNDP) Full time

    **Background** **Diversity, Equity and Inclusion are core principles at UNDP: we value diversity as an expression of the multiplicity of nations and cultures where we operate, we foster inclusion as a way of ensuring all personnel are empowered to contribute to our mission, and we ensure equity and fairness in all our actions. Taking a ‘leave no one...

  • Forex Analyst

    4 weeks ago


    القاهرة, Egypt Primex Broker Full time

    Job description **Company Description** PrimeX Capital is a leading player in the CFD markets, dedicated to providing a robust and user-friendly trading experience. With a focus on innovation, speed, and credibility, the company prioritizes ethics, services, and technological advancements to meet the needs of its clients. PrimeX Capital offers deep ECN...


  • القاهرة, Egypt Dubizzle MENA Full time

    Dubizzle Egypt is the leading marketplace for selling and buying online in the region. Our aim is to upgrade people’s lives by facilitating deals and identifying attractive opportunities for both individuals and businesses. Our goal is to strengthen local economies, empower small businesses, and help everyone in making smarter choices for themselves, the...


  • القاهرة, Egypt Vodafone Full time

    **What you’ll do**: - Role purpose: - Fixed Wireless Access network quality assurance and customer experience Sr. Analyst lead role to develop FWA network quality indices and performance measurements for home wireless customers. Maintain VF-EG leadership position in fixed market, drive insights and smart care solutions. - Key accountabilities and...

  • Data Analyst

    3 months ago


    القاهرة, Egypt On-Hire Full time

    On-Hire, a trailblazer in the FinTech space, is looking for a dynamic and skilled Data Analyst to join our innovative team. In this role, you will harness the power of data to inform and propel our business strategies. As a Data Analyst, you will work closely with our product, marketing, and operational teams to uncover insights from complex datasets, drive...


  • القاهرة, Egypt SC Johnson Full time

    SENIOR ANALYST PROCUREMENT OPERATIONS - Location: Cairo, Egypt - Function: Procurement **Overview**: **About the role** This role has direct Procurement responsibility for the overall performance and relationship with selected portfolio of third-party manufacturers. Working in multicultural, FMCG organization you will be exposed to AFNE&TR and global...


  • القاهرة, Egypt SITA Switzerland Sarl Full time

    Overview: **WELCOME TO SITA**: We're the team that keeps airports moving, airlines flying smoothly, and borders open. Our tech and communication innovations are the secret behind the success of the world's air travel industry. You'll find us at 95% of international hubs. We partner closely with over 2,500 transportation and government clients, each with...

  • Data Analyst vois

    4 months ago


    القاهرة, Egypt Vodafone Full time

    **Role purpose**: To turn data into information and information into insight to support Vodafone ambition to improve energy efficiency. The Data Analyst will be working with key stakeholders within Group Technology to ingesting and describing data, assessing data utility, producing ad hoc and regular reporting that will help us identify energy cost saving...

  • Senior Data Analyst

    4 weeks ago


    القاهرة, Egypt Giza Systems EG Full time

    We are seeking an experienced and results-driven Senior Data Analyst to join our dynamic analytics team. As a Senior Data Analyst, you will be responsible for analyzing complex data, providing actionable insights, and supporting data-driven decision-making across various business functions. You will play a key role in interpreting large datasets, identifying...

  • Business Analyst, Aces

    3 months ago


    القاهرة, Egypt Souq.com for E-Commerce LLC Full time

    Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - In addition to having shop-floor affinity and experience in Industrial Engineering/Business Process Engineering,/Quality, Operations or Logistics, you are an active networker with: - BI sage and SQL experience - Strong analytical capabilities - Excellent communication...