Customer Experience Analysts – Reporting at Orange Telkom

On Tuesday, April 28th, 2015

Vacancy:                             2 Positions

Region:                                 Nairobi

Reporting to:                       Customer Experience Manager- Workforce and Reporting

Range:                                   R3

Department:                        Customer Experience Centre


Role Purpose:

He/she will be involved in extracting data from systems in a call centre and transforming that data to deliver meaningful information to the business. Must be capable of building and developing relationships at all levels within the business and will equally be confident and comfortable with challenging reporting tasks required.

Key Duties and Responsibilities


Create updates and maintain databases for ticketing, calls flow and KPI metrics. This is accomplished by analyzing past trends, forecasting future issues and creating a plan to resolve customer issues and to maintain customer satisfaction levels

  • Compile ongoing and recurring reports from the back office and front office customer experience managers
  • Schedule report collation to ensure  deadlines are met
  • Collate Operational results from the system and staff
  • Distribute requested reports to Customer Experience  Managers within set time limits
  • Provide accurate reports, using reliable data and data sources
  • Conduct call volumes and Service level trend analysis
  • Investigate results achieved to ensure accuracy of data
  • Communicate and present results in formats that accurately reflect data
  • Identify new sources of information required for analysis.
  • Develop front office productivity and performance reports
  • Evaluate the IVR options ,analyze and gather required data and reports on a daily basis

1.2.Managerial Activities

  • Develop and Motivate team members to achieve company objectives alongside theirs (Management By Objectives)
  • Provide Leadership and proper management of day to day activities


Academic Qualifications

  • Bachelor’s Degree or Equivalent from a recognized university.
  • 2-6 years’ in a similar position.
  • 2 years’ minimum experience in call centre

Professional Knowledge

  • Business knowledge
  • Knowledge of customer application
  • Exposure to PMO processes & methodology
  • Experience in Telecommunication / ICT industries and good understanding of these services and solutions are preferred.
  • High Proficiency in MS Word, Excel, PowerPoint & Microsoft Project


Professional Skills:

§  Excellent communication skills

§  Commitment to customer

§  Influencing and delegating

§  Continual Improvement

§  Self-motivated

§  Advocate for change

§  Must be a strong team player

§  Must be self-driven, energetic, resourceful, creative

§  Ability to project a strong, positive image of him/herself and the Company.

§  Ability to Engage and partner with customer and internal staff as required.

§  Work in a virtual team environment


This position is opened to Kenyan citizens only. If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.  Application should be sent by latest 1st May 2015, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees. Apply through [email protected] and quote the job title in the subject field. Only shortlisted candidates will be contacted.

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