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Analyst: Data

  • Reference number: 0002
  • Job type: Permanent
  • Juba
    Central Equatoria
  • Organisation Name: MTN South Sudan
  • MTN Level: 2
  • Posted: 17 Dec 2024

Job requirements

Job Requirements (Education, Experience and Competencies)

QUALIFICATION

  • Bachelor’s Degree in Statistics and Mathematics or any related field

EXPERIENCE

  • Experience in a Customer Operations environment at a planning level (1 or more years)
  • Modelling and Analytical exposure
  • Experience with Reporting, Data Generation, Management and Analysis
  • Adept at queries, report writing and presenting findings.
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
  • Technical expertise regarding data models, data mining using SQL, Python and Power BI

Trainings

  • Application of SQL Query language, Python, PowerBI, Machine Learning and Excel
  • Performance Management Supervisory Fundamentals, HR practices, People management
  • Training on Customer Operations Systems (Business Support).
  • Presentation skills and communication skills

 COMPETENCIES                                                  

Knowledge:

  • Application of computer skills to business planning and data analytics.
  • Ability to complete analyses and extract relevant information for decision making.
  • Proficiency in data analytics and handling of relevant software

Skills/Physical Competencies:

  • Good numerical, analytical and evaluative skills to conduct data and/or statistical analysis and there by present it in easy-to-understand format including  but not limited to graphical format.
  • Communication and time management skill.
  • Interviewing skills to gather essential requirements.
  • Interpersonal skills

Behavioural

  • Cando with integrity
  • Collaborate with agility.
  • Lead with Care
  • Act with inclusion.
  • Serve with respect.

Job description

RESPONSIBILITIES (Not limited to:)RESPONSIBILITIES (Not limited to:)
  • Responsible for assisting with the development, preparation, analysis and timely provision of reports, data extracts and performance information for Customer Experience Division.
  • Forecasting planning factors for all Operating Units across the Customer Experience Division such as (For Contact Centre); Service levels, Call volume, Call patterns, Call response Capacity, staffing, Staff productivity, workflow, customers history and calling information.
  • Participate in the development, implementation and improvement of management and business analysis and reporting systems plans, policies, procedures and standards.
  • Consult and interact with business managers and other relevant stakeholders to contribute to the enhanced provision of business system services
  • Maintain documentation of analysis and reporting functions across all Customer Experience Departments.
  • Develop an understanding of the strategic and performance framework of each Customer Experience Department.
  • Support the provision of a center of expertise for performance management, performance measurement and benchmarking activities.
  • Intraday re-forecasting of calls and AHTs to understand FTE requirements across the day and the week
  • Maximizing department performance through optimization of scheduled activity.
  • Generate weekly / monthly forecasts of department’s key performance indicators.
  • Communicate all performance impacts, analysis and achievements to management in a timely manner to aid decision making.
  • Provide key IT direction for Business activities and processes.
  • To perform analysis and recognize patterns, trends and relationships of data to assist in the development of solutions for all Customer
  • Operations Departments.
  • Identify, communicate and manage any potential options for cost savings, Customer campaigns, Upselling and Cross Selling opportunities.
  • Manage, update and develop the Customer Operations Dash boards.
  • Solicit requirements through interviews, workshops and existing documentation..

IT Security Responsibilities/ Tasks:

  • Comply with all Information Security Policies and related documents.
  • Report security weakness/incidents to either the respective head of department or the Enterprise Information Security Manager
  • Must not exploit known security weaknesses.
  • Participate in all forms of Information Security Awareness