Safaricom Limited Reporting Manager Job in Kenya

Safaricom Limited is the leading mobile telecommunications company in Kenya. 

We are pleased to announce the following vacancy in the Customer Care Division. 

Reporting Manager

Ref: CM.RM_SEP_2014

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:

Reporting to the Senior Manager, Business Planning and Work Force, the job holder will be responsible for supporting all analytic efforts of the division’s demands for report development, quality assurance, and analysis as well as support business process improvement efforts including projects to enhance automation, quality, and efficiency.

Key Responsibilities:

• Ensure accuracy of all KPIs definition, tracking and  performance analysis against the set KPIs;
• Designing, implementing and reviewing of all divisional reporting requirements to capture all call centre performance metrics to support decision making;
• Support and train individuals generating/preparing the reports;
• Ensure 100% data accuracy and integrity across call center reporting & data analysis systems and Platforms;
• Link to IT & other source departments on system issues relating to reporting;
• Ensure there is a recovery plan on data relating to Call Centre;
• Design reports to accommodate new user requirements;
• Recommend changes and improvement on existing reports to support decision making;
• Provide guidance to Call Centre Management on Call Centre improvement areas based on analytics;
• CM data integration – Ensure all CM data sources and platforms are consolidated into a data warehouse to ease data mining and enhance data analytics;
• In -depth analytics of CM metrics against critical business measures to highlight to management on possible opportunities;
• CM metrics analysis against call centre global bench marks;
• Managing the Call center information system through defining data entry & extraction points;
• Defining system access matrixes as per security and IT Policies;
• Driving engagements with internal and external customers to analyze large quantities of data and developing reporting templates and models, as well as performing data validation and ad hoc queries;
• Driving statistical analysis, data mining, extensive visualization and graphing, and development of new methods of reporting;
• Defining and implementing reporting requirements to monitor Customer Care Budget requirements;
• Preparation of Division’s board pack;
• Defining inputs for Business Case Justification;
• Overseeing the performance of staff in the team to perform with clear objectives and career development plans which are regularly reviewed;

Role Requirements

• Honors Degree from a recognized university, preferably in Mathematics (operations research), business studies, finance, accounting, or Economics. An advanced degree highly preferable;
• 6 Years of experience in a similar role within a business environment responsible for resource optimization and  analysis;
• Experience in building reports and business intelligence tools e.g. business objects;
• Experience in preparing, monitoring and analyzing budgets and forecasts variances in a large company;
• Experience in a telecommunications company is preferred;
• Experience in statistical analysis, financial modeling and forecasting;
• Experience in programming (SQL) to interrogate datasets will be an added advantage;
• Good experience in MS office tools particularly advanced Excel with strong IT capability;
• Good planning skills with ability to meet strict deadlines;
• Ability to understand and work with multiple business data models and interpret data based on business operational functions;
• Highly innovative with a strong willingness to propose new and effective ways of running the business;
• Detail oriented and able to ensure the highest level of accuracy in financial analysis and feedback;
• Strong System savvy and willing to try new ideas and problem solving approaches.
• Strong analytical skills and with a strong capability to develop and analyze complex data sets and understand their significance to the division;

If you feel that you are up to the challenge and possess the necessary qualification and experience, please send your resume with your cell phone contact indicating your experience and why you are the most suitable candidate for the role clearly quoting the job title and job reference to the address below by Friday 12th September 2014.

The Head of Talent and Resourcing,
Safaricom Limited
Nairobi 

via eMail to hr@safaricom.co.ke