Care Analytics Analyst

2 days ago

مصر, Egypt Vodafone Full time

**Role purpose**:
As the Customer Analytics Analyst you are responsible for data compilation, process mapping, and analysis with the aim of identifying tactical and strategic improvements to customer experience, process improvement and efficiency gains in line with business strategy, vision and culture.
You will be responsible for the development and presentation of in-depth case studies on strategic business topics. The focus of these studies will span all channels (Voice, eMail, Chat etc) as they relate to the contact center. Studies should include analysis and recommendations of employee improvements, process enhancements or development, and/or technology enhancement recommendations that will positively impact the experience of all organizational internal and external stakeholders.
Precision, curiosity, attention to detail and accuracy are key competencies of the Analyst, you will bring data to life in an engaging way to enable others to understand where they need to prioritize and focus their efforts to drive service improvement

**Key Accountabilities**
Data Analysis/Experience
- responsible for conducting all phases of in-depth analysis: compilation, validation, analysis, and presentation.
- use Verint Analytics, Excel and other BI Tools to extract, manipulate and analyze data.
- use quantitative and qualitative analysis to model the customer and user experience, understand key performance indicators and spot trends and patterns.
- produce accurate and comprehensive analysis and reports that clearly articulate the current state customer and user experience along with recommendations for decision-making.
- By the precise utilization of key terms and operators (where appropriate), I create, test, and publish speech categories to be used by the wider user community.

Change Management
- communicate key findings to governance forums and other management feedback sessions.
- liaise with managers and key support groups across functions (such as Training/Induction, Quality Management, Risk, and Team Coaches) on a regular basis to discuss customer experience metrics, current issues, and future plans to positively impact customer and employee satisfaction.
- liaise with the customer analytics manager to formulate customer experience improvement strategies and initiatives.
- collaborate with key areas to conduct process mapping when needed. Identification of points of risk within the process and proactively recommend ways to improve process and mitigate points of risk.
- identify through ‘what if’ planning or analysis, opportunities to drive operational efficiencies.

Stakeholder Support
- act as front-line support for stakeholders to answer questions regarding data and insight
- provide actionable data to various internal support groups as needed.
- provide ad Hoc support for short term analysis as needed
- keep up to date on industry trends and benchmarking data within our market space

Benefits Realization
- monitor trends and the impact of changes made
- monitor key metrics, such as customer satisfaction, customer effort and repeat contact rates
- provide recommendations to improve customers experience in line with business strategy

**Core Competencies**:

- Strong analytical, statistical, data handling and problem-solving skills.
- Ability to solve complex problems and analyze large and often complex datasets.
- High concern for accuracy and attention to detail.
- Identify trends and root cause to formulate and document multiple hypotheses.
- Must be able to use intuition, make decisions, trust your own judgment and concern for accuracy and quality is a key.
- Active and attentive listening skills with the ability to infer and understand nuance.
- Analytical and creative thinking with the ability to identify and seize opportunities.
- Excellent oral, written, and interpersonal communication skills.
- Excellent presentation and communication skills.
- Strong ability to develop and communicate business analysis and recommendations to all levels of management within the organization.
- Ability to challenge assumptions and established management views, supported by robust logic and analytical evidence.
- Strong time management and prioritization skills. To be self-motivated with the ability to plan, organize and manage time effectively.
- Strong negotiation and influencing skills along with the ability to communicate confidently at all levels and along with strong stakeholder Management skills.
- Demonstrated ability to work well in a team environment.
- Dedication to providing exceptional customer experience.

**Must have technical/professional experience**
**Product/Technical Knowledge**:

- Verint Speech Analytics.
- Verint Text Analytics.
- Microsoft Excel (Advanced) and PowerPoint.
- Microsoft SSRS Report Builder.
- SQL/Other BI System.
- Experience of analytical methodology.
- Experience of using Analytics solutions to support performance improvement.

**Essential**:

- Strong PowerPoint and Excel s

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