Specialist: Operational Performance - 12 Month Fixed Term Contract at MultiChoice

Purpose of the Position

• To act as Custodian of customer insights and analytics.  To create agility and operational excellence through data extraction, data modelling, data visualization and insights into customer behaviour in order to improve customer experiences, reduce cost and find opportunities for revenue generation.

Key Performance Objectives

Tasks

Analysis & Reporting

• Develop reports on core reporting performance tools
• Analyse the output of key reports
• Provide a daily postmortem of events and anomalies of performance
• Provide insights to customer care to improve customer experiences at the customer care touch points
• Analyse customer experience data and provide insights for improvement
• Understand the customer experience measurement framework
• Develop correlations between customer experience perceptual data and operational metrics

Customer Satisfaction

•  Provide insights into customer care to reduce cost
• Understand the customer care operational environment
• Own the measurement framework for customer care and other customer touch points
• Develop KPI reports for the customer care area
• Enable key customer care reporting elements

Qualifications Essential

• Relevant Qualification in Analytics
• Degree in Analytics would be an advantage

Experience

• 3 – 5 years’ Customer Care / Customer experience
• Minimum of 2 years in a data environment inclusive in the above
• Familiar with reporting and analytics tools such as Qlickview, Tableau or Spotfire
• Skilled in SQL
• Ability to work with key senior stakeholders within the business
• Self - driven
• Ability to manage delivery to targets and deadline

Technical Competencies

• Reporting
• Analytical Thinking
• Customer Centricity
• Data Modelling
• Cost Control

Behavioral Competencies

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking