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Data Analytics Manager - Telecoms

This job is no longer available

Recruiter
Clearwater People Solutions Ltd
Posted
05 November 2013
Closes
03 December 2013
Ref
CJJM858
Contact
Ceres Jenkins
Sector
Job Level
Contract Type
Hours
Salary
£55000 - £60000 Per Annum + 10% car and bonus

Further information

My client is looking for a Data and Analytics Manager with experience of working within telecommunications or contact centres to join their team on a permanent basis.

The role sits within a wider Insight and Service Design Team that will provide a strategic capability to ensure the Sales and Servicing operation delivers as required both presently and in the future, continually seeking new ways to meet critical success factors.
The analytics function in particular, will improve service delivery through intelligent use of data, working closely with the analysts and tools of the Business Intelligence Team. Through application of analytical techniques we will tailor each customer’s interaction , better understand and address the causes of service demand and better support in the delivery of inbound and outbound marketing campaigns through the Sales and Servicing operation.

The broad aims of IS D&T are to improve efficiency, effectiveness and customer experience.

Efficiency
Analysis of the operation to understand operational efficiencies such as:
What processes for the agent give rise to increases in the call handling time?
What factors impact the ability to handle the interaction right first time?
Analysis of the customer touch-points and processes that cause service interactions
How does billing, and in particular first bills, initiate calls?
How the order fulfilment processes, such as delivering new handsets and the customer setup, initiates service interactions?
Effectiveness
Analysis to improve how the sales and servicing operation supports the broader business goals of CLIENT
Providing the intelligent rules to support the routing of customer interactions – for example pulling high value customers out of the queue first to secure re-contracts
Using Next Best Action in the interactions, both through voice channel and digital channels, to promote channel shift, cross sell and up sell
Understanding and addressing the factors affecting service quality and performance.
Customer Experience
Analysis to understand and improve the customer experience, for example:

You willl need to have:
– Degree level qualifications in numerate discipline
– Curiosity and drive to engage with data to learn and discover
– 7 to 15 years experience
Stakeholder management skills- able to collaborate and influence colleagues and clients
Able to influence across various disciplines (i) Technical experts, (ii) business leaders and (iii) Operational delivery teams
Technical Experience
Data analysis, transformation and matching; single customer view principles incl. DQ
Exploratory Analysis – Develop ideas and approaches to explore trends and patterns in data
Segmentation and clustering
Build the statistical solution using appropriate modelling techniques
SQL driven data manipulation for analysis
High volume data analysis
Telcommunications
Sales and Servicing Contact Centre
CRM including Calls / Emails / Self-service / Web chat)
Data driven campaign management

Clearwater People Solutions Ltd