Vacancies at Tatu City Limited

OVERVIEW

Do you enjoy telling stories through data and working with large data sets? Our Sales Planning team is looking for a team member to dive into customer journey touchpoints then create dashboards and reports that drive transformational changes in the Call Center through data driven insights and analyses formulated from their business acumen.

RESPONSIBILITIES

• Write SQL queries and python code for pulling and working with large data sets.
• Construct efficient multi-threaded data models from large data sets.
• Create visual representations of data for executive reporting.
• Build dashboards for daily operational usage.
• Utilize Statistical analysis, Predictive and Prescriptive modeling, and forecasting to provide business insights.
• Design analytical models to identify areas of improvement, optimization of operational efficiencies, and increased revenue.
• Analyze customer touchpoints with the Contact Center.
• Identify trends and patterns in customer behaviors.
• Make data backed recommendations on Contact Center programs.
• Manage cross-platform reporting and data processing.
• Correlate omnichannel data for KPI tracking.
• Create and maintain data repositories.
• Work with stakeholders to identify needs and implement solutions.
• Clearly communicate understandings of business needs, results, and solutions.

SKILLS AND EXPERIENCE

• Advanced experience with SQL, Python, building data models, data validation, and QA
• Bachelor’s Degree from an accredited University.
• Minimum of 2 years of experience in an analytical role.
• Preferred experience with Power BI, Azure Data Lake, Databricks, and Visual Analytics.
• Preferred experience with omnichannel data and Azure Cognitive Services.
• Working knowledge of Excel and Powerpoint.
• Prior experience with speech analytics and sentiment analysis is a plus.
• Ability to work in a fast-paced dynamic environment with shifting priorities.
• Must have excellent attention to detail, strong analytical skills, and the ability to prioritize multiple tasks.
• Strong data mining skills with the ability to understand cross-platform integrations.
• Excellent written and verbal communication skills with an aptitude for analytical thinking.
• Must be proactive, self-motivated, and be able to work both independently and collaboratively.

SOFT SKILLS

• Strong strategic thinking and analytical capabilities
• Excellence in both written and verbal communication
• Mature, pragmatic, and flexible approach
• Good attention to detail
• Hands-on, ready to roll up the sleeves

PERSONAL CHARACTERISTIC

• Results-driven with a strong commercial acumen
• Creative problem-solver with innovative thinking
• Strong interpersonal skills and emotional intelligence
• Ability to work effectively in a fast-paced, multicultural environment
• High level of integrity and professional ethics
• Self-driven
• Resilient
• Rigorous and organized

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OVERVIEW

Reporting to the Manager, Contact Centre Quality and Analytics, the successful candidate will be responsible for assisting in the curation of data driven stories to offer insights and analysis about our Contact Center Operations to drive transformational change in both the agent and customer experience. They will work closely with stakeholders to identify business needs, create mock-ups, then communicate project timelines and updates.

RESPONSIBILITIES

• Support the operational needs of the Contact Center and increase insights into customer interactions.
• Curate new data products that package Call Center performance information into easily readable and understandable formats.
• Propagate techniques for answering basic report questions and conveying data definitions.
• Use statistical analyses and mathematical models to derive insights about Call Center operations.
• Maintain solutions for data governance and documentation.
• Partner with other departments to build holistic cross functional dashboards for executives.
• Use data to analyze Call Center performance, identify trends, and provide feedback to Managers and Trainers while improving SLAs and CSAT.
• Meet with Managers to identify their analytical needs for growing their departments.
• Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements.
• Act as liaison between stakeholders and cross-functional support teams for data issues
• Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity.
• Report on current performance trends to Management and Executives.

SKILLS AND EXPERIENCE

• Bachelor’s Degree in Business Analytics or related field.
• 1+ years experience with Data Analytics
• Proficiency in Power BI including creating dashboards and data connections
• Prior experience and in depth understanding of omni-channel contact centers
• Create data driven presentations for executives on short notice
• Adept at handling multiple simultaneous projects
• Excellent written and verbal communication skills with an aptitude for analytical thinking
• Ability to work in a fast-paced dynamic environment with shifting priorities
• Must be proactive, self-motivated, and be able to work both independently and collaboratively

SOFT SKILLS

• Strong strategic thinking and analytical capabilities
• Excellence in both written and verbal communication
• Proven leadership and team management abilities
• Mature, pragmatic and flexible approach
• Good attention to detail
• Hands-on, ready to roll up the sleeves

PERSONAL CHARACTERISTIC

• Results-driven with a strong commercial acumen
• Creative problem-solver with innovative thinking
• Strong interpersonal skills and emotional intelligence
• Ability to work effectively in a fast-paced, multicultural environment
• High level of integrity and professional ethics
• Self-driven
• Resilient
• Rigorous and organized