Data Analytics Business Partner – Team Manager at Safaricom 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