Service Reporting and Analytics Officer at FiberOne Broadband

In this role, you will be responsible for collecting, analyzing, and reporting on data related to our customer service operations, providing insights and support for decision-making and process optimization. If you are a highly motivated individual with strong communication and presentation skills, we encourage you to apply for this exciting opportunity.

Key Responsibilities:

• Gather and analyze data from a variety of sources, including CRM systems, customer feedback, and performance metrics
• Develop reports and dashboards to provide insights and support decision-making
• Collaborate with cross-functional teams to identify areas for improvement and optimize processes
• Present findings and recommendations to management and other stakeholders
• Keep up-to-date with industry trends and best practices in service analytics and reporting
• Organise training and knowledge sharing to ensure full compliance and adherence to the fulfilment of the department OLAs, KPI and agreed standard procedures.
• Identify trends and patterns in customer data to inform strategy and decision-making
• Assist with the design and implementation of customer surveys and other data collection methods
• Train and support customer service team members in the use of data and analytics tools
• Contribute to the development and maintenance of data governance policies and procedures
• Review and ensure team adhere to agreed SOP’s. Audit the processes and identify non-conformances

Requirements:

• Bachelor's degree in a related field (e.g. Business Information System, Data Science, Computer Science. Mathematics or Statistics)
• 4+ years of experience in a service analytics and reporting role
• Proficiency in data analysis tools (e.g. Excel, SQL) and visualization software (e.g. Tableau, Power BI)
• Strong communication and presentation skills
• Ability to work independently and manage multiple projects concurrently