Reporting Manager at Safaricom Kenya

Reporting to the Head of Department; Resource Planning and Reporting, the individual is tasked in supporting all analytic efforts of the division’s demands for report development, quality assurance, and analysis as well as support business process improvement efforts including projects to enhance automation, quality, and efficiency.

Roles 

• Ensure accuracy of all KPIs definition, tracking and performance analysis against the set KPIs;
• Designing, implementing and reviewing of all divisional reporting requirements to capture all
• Contact Centre performance metrics to support decision making;
• Support and train team individuals in generating and preparing reports;
• Ensure 100% data accuracy and integrity across Contact Centre reporting & data analysis systems and Platforms;
• Ensure there is a recovery plan on data relating to Call Centre;
• Design reports to accommodate new user requirements;
• Provide guidance to Call Centre Management on Call Centre improvement areas based on analytics;
• CM data integration – Ensure all CM data sources and platforms are consolidated into a data warehouse to ease data mining and enhance data analytics;
• In -depth analytics of CM metrics against critical business measures to highlight to management on possible opportunities;
• Driving engagements with internal and external customers to analyze large quantities of data and developing reporting templates and models, as well as performing data validation and ad hoc queries;
• Driving statistical analysis, data mining, extensive visualization and graphing, and development of new methods of reporting;
• Defining and implementing reporting requirements to monitor Customer Care Budget requirements;
• Preparation of Division’s board pack, VOC, Operations Review & MPR;
• Defining inputs for Business Case Justification;
• Overseeing the performance of staff in the team to perform with clear objectives and career development plans which are regularly reviewed

Job Requirements

• Honors Degree from a recognized university, preferably business degree in Mathematics (operations research), statistics finance, accounting or Economics. An advanced degree highly preferable;
• 6 Years of experience in a similar role within a business environment responsible for resource optimization and analysis; Experience in a telecommunications company is preferred;
• Experience in building reports and business intelligence tools e.g. business objects;
• Ability to understand and work with multiple business data models and interpret data based on business operational functions;
• Experience in preparing, monitoring and analyzing budgets and forecasts variances in a large company;
• Detail oriented and able to ensure the highest level of accuracy in data mining, analysis and feedback;
• Experience in statistical analysis, financial modeling and forecasting;
• Experience in programming (SQL) to interrogate datasets will be an added advantage;
• Strong analytical skills with a strong capability to develop and analyze complex data sets and understand their significance to customer care;
• Good interpersonal skills and ability to work in a team.