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Analyst - P10 Program.Customer Operations job at MTN Uganda | Apply Now
Are you looking for Administrative jobs in Uganda 2024? If yes, then you might be interested in Analyst - P10 Program.Customer Operations job at MTN Uganda
Kampala, Uganda
Full-time
MTN Uganda is a leading telecommunications provider in Uganda, offering a wide range of services that include mobile voice, data, and digital financial solutions. Since its establishment in 1998, MTN Uganda has played a pivotal role in transforming the telecommunications landscape in the country, making significant contributions to connectivity and digital inclusion.
With an extensive network coverage that reaches both urban and rural areas, MTN Uganda ensures that millions of Ugandans have access to reliable communication services. The company is known for its innovative offerings, such as mobile money services through MTN Mobile Money, which have revolutionized financial transactions and inclusion in the country. This service allows users to send and receive money, pay bills, and access various financial services using their mobile phones, thereby bridging the gap for the unbanked population.
MTN Uganda is also committed to corporate social responsibility, with numerous initiatives aimed at improving education, health, and community development. Through its foundation, the company supports various projects that enhance the quality of life for Ugandans, such as building schools, providing scholarships, and supporting healthcare facilities.
Analyst - P10 Program.Customer Operations job at MTN Uganda
MTN Uganda
Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Social media, etc.
Responsible for analytics on information to distil customer intelligence
Design and develop standard CEX surveys and reporting formats
Analyse CEX survey data, operational diagnostic, competitors and develop insights for CEX’s Management
Track and report customer advocacy metrics across the organisation
Provide support in the design, execution, analysis and communication of customer research and feedback
Conduct CEX change readiness assessments, evaluate results and present findings to the CEX Management.
Implement proper controls/sign-offs/authorizations for all CEX change requests.
Analyse and report on CEX Strategy’s implementation, results and actions from closed loop feedback
Manage and promote CEX’s programs and channels ensuring effective uniform, and timely information dissemination to the frontline Staff.
Monitor Opco customer touch points to ensure continuous customer loyalty and advocacy.
Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Social media, etc.
Manage the execution of the Customer Experience Blueprint in the management and implementation of new systems and procedures.
Develop Customer insights report specifications through various Dashboards to assist CEX Management’s business decisions
Manage relationships with key customer impacting business units for service efficiency.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Two to four years of work experience in a customer facing operations environment
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, analyse, and disseminate significant amounts of information with attention to detail and accuracy.
Technical expertise regarding data models, database design development, data mining and segmentation techniques
Highly proficient in all MS Office applications i.e. Word, Excel & PowerPoint
Database Management Experience (SQL, MySQL, Oracle, etc) with proficiency in scripting using T-SQL, R, SAS, etc
Telecommunication and project management experience is an added advantage
Training
Data Management
Business Planning and Analysis
Project Management Reporting
Quality Management
Customer life time value
Service Segmentation
Loyalty & Churn Management
Knowledge, Skills and Attributes:
Analytical Thinking
Attention to Detail
Computer & Information Technology Appreciation
Data Management and Reporting
Customer Focus and priority driven
Stakeholder Relationship Management
Insight Management
Product knowledge
Effective Communication skills,
High level of energy and creativity; willingness to go the extra mile
Highly driven and motivated with strong personal presence, integrity and resilience
Results orientated
Ability to work independently and as part of a team.
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
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