Customer Operations Reporting Specialist job at Vodacom

Vacancy title:
Customer Operations Reporting Specialist

Jobs at:


Deadline of this Job:
28 March 2023

Duty Station:
Within Tanzania , Dar es Salaam , East Africa

Date Posted: Friday, March 10, 2023 , Base Salary: Not Disclosed

Posting Country: Tanzania, United Republic of
Date Posted: 10-Mar-2023
Full Time / Part Time: Full Time
Contract Type: Permanent

At Vodacom, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it’s our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role Purpose & Responsibilities
Role purpose:
The Analyst is responsible for:

• Collecting, manipulating and studying data to reveal ways to improve the business, this also include conducting full lifecycle analysis and translating stakeholders requirements into reporting deliverables
• Ensuring that the data repositories produce consistent and can be reusable
• Work with a good number of stakeholders at all bands and cross functionally

Key accountabilities and decision ownership:
• Identify and interpret patterns and trends, assess data quality and eliminate irrelevant data. During the research, the analyst might seek out experts in the area related to the situation to learn more about it and potential solutions.The analyst might also request the assistance of other data analysts.
• Collect and manage data using a variety of methods, such as data mining and hardcopy or electronic documentation, to improve and/or expand database info.
• Make recommendations about the methods a company should use to collect, analyze and manage data to improve data quality and the efficiency of data systems.
• Communicate the results of the analysis as a comprehensive report to decision makers and others affected by the results.
• Manage consolidated operational reporting for Customer Service departments and each section’s performance.
• Manage daily dashboard
• Tracking and managing all initiatives and challenges across all the sections
• Locate and define new process improvement opportunities ( as the analysis may trigger process reviews)
• To actively contribute to the delivery of an effective process of capturing robust customer queries via NPS and TNPS in order to provide thorough quantitative and qualitative insights into products & services and therefore improve customer experience

Core competencies, knowledge, qualification and experience
• 3 years relevant experience (Research & Analytics, Marketing Customer Service Operations).
• Degree / Diploma and / relevant experience
• Demonstrates high levels of customer ownership and accountability by bringing the customer’s experience into every decision.
• Takes accountability for identifying & addressing service issues.
• Seek simple solutions & remove unnecessary complexity to deliver the most efficient & cost effective solution.
• Able to manage a diverse workload and bring new thinking to existing ways of doing things.
• Able to share ideas, skills and knowledge with colleagues.
• Interpersonal skills, enthusiastic and with great attention to detail.
• Ability to work and manage in an ambiguous/changing environment
• Proactive, self-motivated, ability to work independently.


Dynamic Prioritisation and Multi-Tasking
• Forecasting
• Influencing
• Business Partnering
• Change and Adaptability
• Coaching and Mentoring
• Communication
• Continuous Improvement
• Digital Enablement
• Customer Service /Resolution
• External trends and insights
• Relationship and Stakeholder Management
• People Development
• Complexity Management
• Data Analytics and Insights
• Strategy Execution
• Dynamic Prioritisation and Multi-tasking
• Ownership
• Resilience
• Expert Advice
• Financial Analysis
• Customer Centricity

Work Hours: 8

Experience in Months: 36

Level of Education: Postgraduate Degree


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