Reporting Analyst at Safaricom Kenya

We are pleased to announce the following vacancy in the Customer Operations Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:

Reporting to the Manager Reporting in the Resource Planning & Reporting department, the job holder will be responsible for data extraction, data Integrity checks, reports generation and analysis to support the divisional management decisions.

Job Responsibilities

• Generate accurate reports as per set timelines & analysis on performance trends by liaising with other sectional stakeholders to relate Contact Centre metrics to other business measures, to identify interaction drivers and other useful insights for decision making
• Provide and manage efficient feedback mechanisms from users of reports and Management Information Systems;
• Predictive analysis of the focus areas giving insights on performance/process/product improvements;
• Drive the automation of daily routine reports;
• Liaise with the rest of business to get the necessary data for analytical purposes & Ensure all Customer Management reporting requirements are fully met before go-live of new Systems, products, processes & services;
• Follow up on faster resolution of issues during Customer Management reporting systems downtimes with IT support partners;
• Consistently interrogate data to confirm accuracy and completeness from the various data source while Identifying any integrity issues/gaps and follow-up for resolution with the relevant teams within the set SLAs and;
• Efficiency in Management Information Systems reporting by periodically improving on data retrieval and storage with IT.

Qualifications

• Degree from a recognized university, preferably a degree in Mathematics (operations research), Statistics, Finance, Accounting, Economics, Computer Science & IT. An advanced degree highly preferable;
• Two year’s experience in database & programming languages i.e SQL, Python, R Analysis
• Two year’s experience in Web Development Languages i.e PHP, HTML, Java, Ruby, C++
• Two year’s experience in using visualization tools i.e Tableau, Power BI, Qliksense
• At least 3 years working experience in telecommunications industry and with additional experience in the reporting/workforce team of at least six months.
• Detail oriented and able to ensure the highest level of accuracy in data mining, analysis and feedback;
• Strong System savvy and willing to try new ideas and problem solving approaches;
• Strong analytical skills with a strong capability to develop and analyze complex data sets and understand their significance to customer care; and
• Good interpersonal skills and ability to work in a team.