Senior Specialist, Business Analysis

The Company

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we
continue to move closer towards our vision to be among the top ‎20
telecommunications companies in the world by ‎2020.
We are a dynamic global telecommunications player operating in ‎17 countries
across the Middle East, North Africa (MENA) and Asia. We cover a population of
more than half a billion people and serve more than ‎68 million customers.
In Kuwait, we employ approximately ‎1,000 talented people, all of whom are
driving Ooredoo to be the number one choice for world-class communications
services in Kuwait. In the face of intensifying competition, increasingly
sophisticated technology and rising customer expectations, nothing is more
important to our success than our team - and it's a team that you can be part
of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Role
* Design and conduct analysis for various Customer Care functions resulting in the development of processes and procedures for increasing efficiency, effectiveness, and control to meet customer needs and maintain the quality performance.
* Analyze process outputs both qualitatively and quantitatively to come up with recommendations to improve process performance and stability.
* Maintain Customer Care satisfaction in systems, applications and infrastructure through effective and efficient support.
* Carrying out activities related to systems configuration, infrastructure and application management, functional, projects and manageability requirements and support and development.
Key Accountabilities & Activities
* Review the various MIS reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs. This key activity focuses on solving customer needs and ultimately helps drive growth.
* Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis and present them graphically. These reports are for high management to give them insight into our business performance.
* Produce comprehensive reports for Ooredoo on monthly, quarterly basis and as requested.
* Communicate with team members, conduct acceptance testing, gathering of specifications and prioritization. Each of these tasks is considered an important key project success factor.
* Collect functional requirements from different stakeholders that should be aligned with current processes.
* Formulating Business Case for various care initiatives.
* Build, analyze and interpret statistical models using various tools and techniques such as Pareto, Fish bone, control charts, histogram, scatter diagrams etc.
* Create and conduct presentations so as to convey the results of the various analysis undertaken, addressing a diaspora of audience Provide first line support, configuration and set up to the various operational systems in Customer Care.
* Be on call to support/ resolve issues, outages, downtime with mission critical applications during off-duty hours and planning, revising and implementing changes on contact center infrastructure in such a way so as to have least impact on the business/operations
* Preventive maintenance for applications and in-house data marts.
* Create, test, administrate and deploy contact center outbound campaigns
* Provide support in developing customized contacts routing scripts on the contact center channels and maintenance of such developed scripts.
* Implementing System Improvements.
Implemented solution must deliver the desired outcomes and realize the
expected benefits.
* Research, identify and define the business drivers that require a project to be instigated including completion of any PMO documentation.
* Carry out analysis of resource requirements including: Timescales, people, systems requirements, financial commitments and impact to operations regarding service levels, sales volumes, and training requirements.
* Prepare and assess RFP documentation for any external vendors required to assist in a project
* Monitor and report on pre project activities and provide relevant management information.
* Liaise with project sponsor and project team on any task, system or people resource issue that may impact the progress of a project
* Undertake issue investigations that allow alternative approaches to task completion to be considered emanating in the production of an issues log / action plan
* Produce appropriate management information regarding return on investment and achievement of critical success factors on a project post implementation Openly and willingly share with team members.
* Cooperate and work well with team members and others.
* Be a strong team member
* Coach, mentor other junior team members on related concepts so as to facilitate knowledge transfer
* Work independently with users to define concepts and under direction of project managers. Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
* Handle all duties as directed by supervisor or other superiors.
* Communicate constructively to supervisor.
* Use applicable applications to complete assignments.
* Successfully engage in multiple initiatives simultaneously.
* Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Qualifications/Requirements
* Bachelor degree in business or statistics or IT, Computer science, communication a related discipline from a recognized tertiary institution