Customer Operations Analyst Job at Vodafone (Dar Es Salaam)

Job Description

The Analyst is responsible for: Collecting, manipulating and studying data to reveal ways to improve the business, this also include conducting full lifecycle analysis and translating stakeholders' requirements into reporting deliverables. Ensuring that the data repositories produce consistent and can be reusable. Work with a good number of stakeholders at all bands and cross functionally.

Job Responsibility

Collecting, manipulating and studying data to reveal ways to improve the business, this also include conducting full lifecycle analysis and translating stakeholders' requirements into reporting deliverables
Ensuring that the data repositories produce consistent and can be reusable
Work with a good number of stakeholders at all bands and cross functionally
Identify and interpret patterns and trends, assess data quality and eliminate irrelevant data
Collect and manage data using a variety of methods, such as data mining and electronic documentation, to improve and/or expand database info
Make recommendations about the methods a company should use to collect, analyse and manage data to improve data quality and the efficiency of data systems
Communicate the results of the analysis as a comprehensive report to decision makers and others affected by the results
Manage consolidated operational reporting for Customer Service departments and each section's performance
Manage daily dashboard
Tracking and managing all initiatives and challenges across all the sections
Locate and define new process improvement opportunities (as the analysis may trigger process reviews)
To contribute to the delivery of an effective process of capturing robust customer queries via NPS, tNPS, rNPS and jNPS to provide thorough quantitative and qualitative insights into products & services and therefore improve customer experience

Requirements

Three years relevant experience (Customer operations and Analytics)
Bachelor's degree in computer science, Information Systems or a related field
Proficient in SQL, Python, Oracle, and Advanced Excel for data analysis, reporting, and performance optimization
Skilled in Power BI dashboard development and data visualization to support real-time decision-making
Experienced in analysing large datasets, identifying trends, and delivering actionable business insights
Good Communication Skills
Demonstrates high levels of customer ownership and accountability by bringing the customer's experience into every decision
Takes accountability for identifying & addressing service issues
Seek simple solutions & remove unnecessary complexity to deliver the most efficient & cost-effective solution
Able to manage a diverse workload and bring new thinking to existing ways of doing things
Able to share ideas, skills and knowledge with colleagues
Interpersonal skills, enthusiastic and with great attention to detail
Ability to work and manage in an ambiguous/changing environment
Proactive, self-motivated, ability to work independently

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Customer Operations Analyst

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