COPs Analytics Analyst

؜ - ؜القاهرة ؜ -

تفاصيل الوظيفة

Description



  • 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

  • Participate in the preparation & implementation of different databases / data mining applications or models

  • 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


Job Responsibility


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.


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


Headcount planning & forecasting
* Effective participation with Customer Care Management and Planning Function to develop an accurate reports helps in building headcount forecast


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


**


Not a perfect fit?**
Worried that you don 't meet all the desired criteria exactly? At Vodafone we
are passionate about Inclusion for All and creating a workplace where everyone
can thrive, whatever their personal or professional background. If you're
excited about this role but your experience doesn't align exactly with every
part of the job description, we encourage you to apply as you may be the right
candidate for this role or another role, and our recruitment team can help you
see how your skills fit in.

ملخص الوظيفة

  • المُعلن : Vodafone
  • تاريخ الإعلان : 22/03/2023
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • مكان العمل : القاهرة
  • الراتب : -
  • الهاتف : -

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