Customer Intelligence Analyst

Job Description

• To have active collaboration in closed-loop feedback sessions to review customer issues and later brainstorm for resolution.
• To ensure all systems and applications used by the team are available 24/7 and escalate and follow incidents to be solved within SLA.
• To leverage all digital and online channels including Self-care, social media, and IVR (Interactive voice response) to decrease the contact rate.
• To ensure implementation of assigned projects and operational plans, internal processes, and approved PPPs within the team.
• To lead team activities to ensure compliance it with pilot targets, quality, and agreed-upon service levels.
• To lead and guide direct reports to provide professional/standard responses to MTNIrancell subscribers’ complex queries and achieve pre-established targets.
• To ensure received contacts, including customer complaints/requests are getting investigated/escalated/followed and solved through approved PPPs/SLA.
• To guide team members in delivering their assigned tasks and projects and support them in handling complex contacts.
• To recognize and implement corrective action on team activities to maintain and improve Quality of Standards (QoS) and Customer Satisfaction Indexes (CSI).
• To escalate any alarming complaints and valuable information from coming contacts and queries to the manager or related team.
• To escalate all incidents and issues based on their impacts with accurate priority/urgency.
• To identify and initiate solutions to increase customer care’s service level and decrease contact rate.
• To monitor general/escalation logs to achieve the agreed service level and provide regular improvement plans on customer care KPIs.
• To provide regular feedback to the CR QA/processor team to cover gaps based on customers’ needs and identified objectives.
• To coordinate periodical team meetings with direct reports, review targets and team performance, and coach the team to ensure all human issues are addressed.
• To provide feedback on team performance and team status to customer care Manager.
• To closely monitor daily statistics reports on team/individual performance, KPI, problems and issues, and customer care contracts trends to provide feedback to the customer care manager to ensure being on target.
• To support customer experience improvement by providing feedback and analyzing customer and front-line staff data.
• To participate in setting and monitoring the department budget also supports department OPEX targets effectively.
• To supervise the preparation of daily/monthly and ad-hoc reports of department targets and KPI statuses based on CR different departments/executive or other requests coming out of the division.
• To follow departmental issues escalated from subordinates with other departments/divisions until their resolution.
• To support the company in identifying impacting issues on CSI (Customer Satisfaction Indicator) and address them by negotiating with relevant teams/divisions/ committees.
• To define and follow the department’s KPIs, SLAs, and objectives and ensure the conduction of all activities for their achievement.