Job Openings at Vodafone

About The Job

Role Purpose

• The CXX Monitoring & Reporting Analyst will assist the Customer Experience Manager to ensure the overall quality assurance of customer experience and operations for Vodafone Ghana.

This include but not limited to:

• Monitor and evaluate quality systems and processes for COPs and Mobile business.
• Develop robust customer journeys (digital and mobile) by collating customer feedback, analysing data, and creating reports for the management team.
• Ensure all customer journeys are efficient and serving the customer’s needs through periodic testing, feedback sharing and improvement.
• Support the Process and Project Execution Manager to develop, simplify and automate processes for the business.

Core Competencies, Knowledge and Experience:

• Sharp customer-mindedness; an ability to take a typical customer view and translate to actionable business areas
• Analytical thinking and good decision-making skills
• Excellent stakeholder management
• Result-oriented – able to recommend, execute and take corrective action, if appropriate
• Able to work independently, self-directed and solutions-oriented
• Strong analytic skills and ability to quickly grasp the essence of new business and process area
• Ability to work with cross-functional teams
• Good writing and presentation skills.
• Leadership and Teamwork:
  • Work proactively with all stakeholders to deliver exceptional performance on all deliverables:
  • Communication
  • Influence and present to DTCOPS Leadership
  • Influence other stakeholders to deliver on timelines
  • Able to build relationships with key stakeholders

Technical and Professional Qualification:

• Minimum of a High National Diploma (HND) or a bachelor’s degree in business administration or related discipline

Technical competencies: 

• Project Management Experience
• Six Sigma or related certification will be an advantage
• Telecommunications Service Quality and Customer Experience will be an advantage
• Experience using Microsoft Office especially proficient in Excel, PowerPoint & Visio
• Outstanding knowledge of database systems and report management software applications
• Stakeholder Management Experience

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About The Job

Role Purpose

• Ensure successful undertaking of data collection, pre-processing and analysis of data
• Supervise the delivery of accurate, insightful and timely analysis into the performance of the business 
• Employ the innovative use of technology to automate and improve the quality, relevance, and timely generation of business reports
• Manage engagement with business stakeholders during delivery of requests
• Drive continuous improvement to create efficiencies in service delivery.

Core Competencies, Knowledge and Experience

• Leadership and Teamwork:
  • Must be able to work effortlessly within the team and across the business to drive discussions on business performance
  • Must show initiative and anticipate the needs of the team and work proactively to deliver the necessary support
• Innovation and Change:
  • Must have a natural inclination for seeking out new ideas and opportunities
  • Should exhibit creativity in approaching everyday challenges in the workplace
  • Design, automate and disseminate interactive business dashboards to generate actionable insights
• Drive:
  • Must be able to plough through challenges and see all tasks to their conclusion
  • Constructively challenge and assist business functions(CBU, EBU, DT-COP) with data and insights to manage customer base, reduce churn and develop exciting products
• Technical Competence:
  • Must have strong analytical, conceptual and problem solving abilities
  • Must possess excellent attention to detail
  • Knowledge in SQL, Oracle database and Python;
  • 3+ years’ experience using business intelligence tools (e.g. Tableau , Oracle Analytics Server) and databases
• Communication:
  • Must be able to communicate confidently both orally and in writing. Presentations to the business is a normal requirement for this role
  • Must have good interpersonal skills to support working closely with the different functions within the business
• Technical and Professional Qualifications:
  • A Bachelor’s degree in in Mathematics, Economics, Computer Science, Information Management or Statistics
  • Knowledge in SQL, Oracle database and Python;
  • Prior experience in the telecoms industry (an advantage but not required)
  • Knowledge of revenue streams within the telecoms industry (an advantage but not a requirement)
     

go to method of application »

About The Job

Role Purpose
The Business Performance Specialist:

• Using machine learning tools to select features, create and optimize classifiers and carrying out pre-processing of structured and unstructured data.
• Support the delivery of accurate, insightful, and timely analysis into the performance of the business.
• Weekly business rolling forecast inputs and actuals tracking
• Employs the innovative use of technology to automate and improve the quality, relevance, and timely generation of reports and dashboards.
• Demand management
• Provide automated reports & visualizations for financial and non-financial reporting
• Support in Internal Management data & reports

Key Accountabilities and Decision Ownership:

• Ensure the delivery of accurate, insightful, and timely analysis into the performance of the business.
• Partake in projects using advanced data modelling and analysis techniques to discover insights that will guide strategic decisions and uncover optimization opportunities.
• Work closely with the Finance Business Partners and Commercial Analyst for all their data requirements
• Provide analytics and insights to the business on consumer behavior
• /usage and the impact of network performance on service revenue and prepare all business forecast.
• Support to provide data and insights to the commercial business units and finance decision support teams to aid in conducting post-implementation reviews on newly launched products.
• Propose solutions and strategies to business challenges and lead the documentation and maintenance of business reporting definitions.
• Data mining or extracting usable data from valuable data sources and processing, cleansing, and validating the integrity of data to be used for analysis
• Analyzing large amounts of information to find patterns and solutions and Developing prediction systems and machine learning algorithms
• Liaise with product owners, EBU FDS and the Commercial teams to develop profitability models and automate it for decision making
• Analyze aged debt data, to understand customer behavior and liaise with the Credit Control team to develop debt collection strategies
• Provide support to the team in analyzing business performance, trends etc.

Core Competencies, Knowledge and Experience

• Leadership and Teamwork:
  • Must be able to work effortlessly within the team and across the business to drive discussions on business performance
  • Must show initiative and anticipate the needs of the team and work proactively to deliver the necessary support
• Innovation and Change:
  • Must have a natural inclination for seeking out new ideas and opportunities
  • Should exhibit creativity in approaching everyday challenges in the workplace
  • Design, automate and disseminate interactive business reports to generate actionable insights.
• Drive:
  • Must be able to plough through challenges and see all tasks to their conclusion
  • Constructively challenge and assist EVM and the new Product development teams with data and insights to manage customer base, reduce churn and develop exciting products
• Technical Competence:
  • Good applied statistical skills, including knowledge of statistical tests, distributions, regression, maximum likelihood estimators, etc. Proficiency in statistics is essential for data-driven decision making.
  • Must have strong analytical, conceptual, and problem-solving abilities
  • Must possess excellent attention to detail
  • Proven experience using excel
  • Experience using business intelligence tools (e.g. Tableau)
  • An understanding of budgeting procedures, methods and evaluation criteria.
• Communication:
  • Must be able to communicate confidently both roally and in writing.
  • Presentations to the business is a normal requirement for this role
• Technical and Professional Qualifications:
  • A Bachelor’s degree in Accounting, Finance, Engineering, Computer Science or Mathematics/Statistics, Actuarial Science.
  • Prior experience in the telecoms industry (an advantage but not required)
  • Knowledge in AI/ML, SAP, HFM, SQL, Python, R , Power BI, Tableau and other relevant system software
  • Knowledge of revenue streams within the telecoms industry (an advantage but not a requirement)
  • Knowledge in SAP, HFM, SQL, Python, R Tableau and other relevant system software (an advantage)