Brief Description

Primary responsibility is to provide key analytical services to business operations areas in relation to performance and reporting of the call centre on daily, weekly and monthly basis.

Key Responsibilities

  • Liaison :-
    • Report Requirements management in the business which includes :-
      • Managing templates, processes and documentation for report requests within the business.
      • Feedback to business owners and support in putting together the requirement documents for development of the reports.
      • Working closely with the Data Warehouse team to prioritise, schedule the building and automation of reports.
      • Weekly and monthly reporting on the status of report requests.

  • Analytical Support :-
    • Produce reports and other specific analytical deliverables as per requirements, including but not exclusive to :-
      • Giving the correct input into the campaign management team in order to give them the correct view of the customer in order to build intelligent campaigns.
      • Segmentation responsibility i.e. intelligent profiling of the customer base in order to refine customer management programmes. Monthly customer reporting from a Customer Value perspective (e.g. churn, profitability, channel views, product, service etc).
    • Programme Performance Analysis.
    • Customer Campaign analytics assistance.
    • Prospects Campaign analytics assistance.

  • Oracle SQL Development / Analysis :-
    • Develop and maintain Daily / Weekly / Monthly reports.
    • Development in the business reporting tools such as, Cognos, Insight, SSRS.
    • Building reports as per the report/business owners’ requirements.
    • Scheduling and Report distribution via the Portal.
    • Dash boarding.
    • Cognos BI Administration.
    • CUBE development.
    • Framework Manager Models.

  • ERP :-
    • Understand the system inputs and outputs.
    • Provide insight to system capabilities.
    • Interface between the business and Technical around the ERP requirements.
    • Provide insight into the reporting required for ERP.

  • General responsibilities include, but are not limited to, the following :-
    • Develop business critical reports within the business reporting tools and provide insight based on the outputs in order to assist the business in making strategic decisions.
    • Working on defining and maintaining customer KPI’s and reporting on these.
    • Drive understanding of the designated segments and enable the application of that understanding across functional groups within the company.
    • Link program results to action plans for data collection improvement, data integrity, and other key initiatives.
    • Report requirements management as defined more closely above.
    • Continuously recommend new and better ways that we can use our customer data to improve our business including research, modelling, geo-demographic analysis, web analysis etc.
    • Develop an approach to proactive data cleansing.
    • Work closely with the Data Warehouse team to provide accurate reporting and analysis to the business.
    • Monthly QA and issuing of the Financial Reports to Business within the allotted time and scrubbing data to ensure correctness.
    • Develop predictive models that enable CRM initiatives. Evaluate the profitability and risk dynamics of these initiatives. This will be an iterative process as Virgin Mobile invests or investigates the use of such technology to evolve into more advanced analytics.

  • Work closely with Base Management within Marketing.

    • Reason for Leaving

    Offered a management position at Altech Autopage Cellular.