MTN Group Job Vacancy for Report Analyst
Job:IRC193555
Job Requirements
Education: • 3 year Degree / Diploma in Commerce (Marketing / Communication) or related Global Experience Standards • Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others • Experience working in a medium organization
Minimum Salary
Maximum Salary
Currency ZAR
Skills
Brief Description
Detailed Description
Task Complexity: Operational Coordination • Gather information and research to ensure delivery of results • Analyse statistics and data on departmental and supplier performance • Analyse reports such as Transaction Code reports and Daily Variance reporting to establish trends in the various centres • Provide detailed consolidated weekly, monthly, quarterly and annual reports to departmental managers on departmental performance and supplier/agent performance • Provide daily 24 hour reviews of the operation including providing daily attendance reports, daily agent performance reports, etc. • Report on ongoing projects on a monthly basis • Provide monthly reports on support helpdesk activities • Provide information from QA, Rockwell, Business Intelligence, Workforce and Operational reports for monthly Business Unit presentations • Liaise with departmental managers on specific reporting requirements • Prove ad hoc reports on request • Support the Business Optimisation team with information required for current and future projects • Maintain an up to date database of all reports with the purpose of providing an end view on performance • Ensure easy access for the Departmental Managers to the reports repository • Analyse business cases submitted to management and give recommendations on the feasibility of suggested projects • Supply Divisional Management with operational intelligence on request • Ensure acceptable reporting formats • Evaluate situations and determine the best methods to reach defined outcomes • Share experiences, knowledge and understanding of purpose • Establish the most efficient use of resources, i.e. cost, people, time, etc • Put effective methods and standards in place as required Problem Solving • Address problems on a case by case basis, ensuring an optimal balance between the response to the situation, the cost of that response, and the core purpose of the organisation • Deal with problem situations that arise timeously and efficiently • Follow clear and linear procedures to diagnose and solve problems that are not always obvious • Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving • Provide information and knowledge as required to resolve problems • Generate different options for the known problem, evaluate possible methods to resolve the problem, and select the most appropriate solution in terms of enhanced effectiveness and efficiency, and reduced cost • Tailor solutions to suit the problem (within defined parameters) • Take action to prevent the reoccurrence of problems • Make use of available resources to solve the problem • Identify external parties to assist with problem solving as required • Liaise with IS on system problems affecting the function Process and Procedure Effectiveness • Define and monitor the execution of processes and procedures for Operations Enablement and Service Optimisation • Ensure that all processes and procedures implemented are aligned to the set operational framework for the unit • Ensure that workflow continues without interruption • Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance Execution of tasks • Provide frameworks for tasks • Define and assign work to be done • Control, manage and monitor all logistics • Plan the implementation of the chosen action in terms of activities, resources, timelines, follow-up dates, etc Customer Service • Contribute towards initiating change to continually improve all aspects of service delivery • Provide advice on the best approach to reach the best results • Deliver first time right service excellence Quality Management • Input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring problems • Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations and guidelines • Establish and maintain quality standards that will enhance the customer experience and cost efficiency • Work consistently according to standard operating procedures • Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others • Understand and communicate the consequences of not maintaining quality focus • Identify processes and procedures where the quality of work may be improved • Analyse situations and take necessary action to ensure quality is maintained • Seek feedback from clients and other stakeholders and continuously seek ways of improving on quality and customer service standards • Gather first-hand and real time customer information and use it for improvements in services Supervisory / Leadership / Managerial Complexity: • Take a customer-eccentric view • Develop supportive relationships • Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information • Assist in finding ways to improve performance • Live the MTN Brand
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