Safaricom Data Analytics Business Partner – Team Manager Jobs in Kenya

Safaricom Data Analytics Business Partner – Team Manager Jobs in Kenya

About the Job

In this role, you will lead and manage a team of data analysts to develop dashboards, generate reports and provide insights to Contact Centre and Digital Channels. It is a job that combines both people management, stakeholder management and technical delivery. You will report to the Senior Manager – BI and Data Governance.

Roles and Responsibilities

Ensure that Contact center, Digital care and Retail Experience performance reports are accurately and timely prepared

Lead preparation of monthly and annual dashboards and ensure that the variance is well explained.

Lead Preparation and periodic review of customer experience performance incentive program to ensure relevance and alignment to performance objectives

Compute cost per call, cost per non voice contacts and approve the computation all tariffs on outsourced services

Set and approve the objectives for the experience data analytics team.

Track workforce planning and performance metrics and advice on opportunity areas.

Maintain an updated tracker of all experience KPI’s Benchmark from other similar Organizations.

Develop analytics framework to generate actionable insights for experience excellence

Provide analysis of performance and generate actionable insights to support decision making

Provide and manage efficient feedback mechanisms from users of reports and available MIS Platforms

Drive the automation of daily routine reports in the section and lay foundation for regular actionable insights to add value to digitized reports

Sit in projects to ensure data reporting requirements are met before go live of new Systems, products, processes & services

Follow up on resolution

of downtimes affecting the data analytics team and Customer Experience

Regularly interrogate data to confirm accuracy and completeness from the various data source

Drive efficiency in data analysis by periodically improving on data retrieval and storage

Ensure adherence to data governance and privacy regulatory requirement

Liaison with the rest of business to get the necessary data for analytical purposes to

Run projects geared towards innovating overall data analytics space

Ensure BCP planning is incorporated in the data analysis and update activities

Qualifications

A Bachelor’s Degree, from a recognized university, in Mathematics, Statistics, Economics, Computer Science or any other quantitative field

5 years of experience working with Contact Centre performance data

Good interpersonal skills and ability to lead a highly engaged team

Working knowledge of dashboarding tools e.g. Qlik, Tableau, PowerBi

Working knowledge of SQL

Strong analytical skills with capability to develop and analyze complex data sets and understand their significance in driving customer experience excellence

Excellent presentation and storytelling skills

How to Apply

For more information and job application details, see; Safaricom Data Analytics Business Partner – Team Manager Jobs in Kenya

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