Senior Specialist, Business Analysis

Ooredoo Group

Kuwait City, Kuwait

Posted
Ref: OP853-516

Job description / Role

Employment: Full Time

The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team - and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

Role Purpose:

- Design and conduct analysis for various Customer Care functions resulting in the development of processes and procedures for increasing efficiency, effectiveness, and control to meet customer needs and maintain the quality performance.
- Analyse process outputs both qualitatively and quantitatively to come up with recommendations to improve process performance and stability.
- Maintain Customer Care satisfaction in systems, applications and infrastructure through effective and efficient support.
- Carrying out activities related to systems configuration, infrastructure and application management, functional, projects and manageability requirements and support and development.

Key Accountabilities & Responsibilities:

- Review the various MIS reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs. This key activity focuses on solving customer needs and ultimately helps drive growth.
- Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis and present them graphically. These reports are for high management to give them insight into our business performance.
- Produce comprehensive reports for Ooredoo on monthly, quarterly basis and as requested.
- Communicate with team members, conduct acceptance testing, gathering of specifications and prioritization. Each of these tasks is considered an important key project success factor.
- Collect functional requirements from different stakeholders that should be aligned with current processes.
- Formulating Business Case for various care initiatives.
- Build, analyze and interpret statistical models using various tools and techniques such as Pareto, Fish bone, control charts, histogram, scatter diagrams etc.
- Create and conduct presentations so as to convey the results of the various analysis undertaken, addressing a diaspora of audience Provide first line support, configuration and set up to the various operational systems in Customer Care.
- Be on call to support/ resolve issues, outages, downtime with mission critical applications during off-duty hours and planning, revising and implementing changes on contact centre infrastructure in such a way so as to have least impact on the business/operations
- Preventive maintenance for applications and in-house data marts.
- Create, test, administrate and deploy contact centre outbound campaigns
- Provide support in developing customized contacts routing scripts on the contact centre channels and maintenance of such developed scripts.
- Implementing System Improvements.
Implemented solution must deliver the desired outcomes and realize the expected benefits.

Research, identify and define the business drivers that require a project to be

- Instigated including completion of any PMO documentation.
- Carry out analysis of resource requirements including: Timescales, people, systems requirements, financial commitments and impact to operations regarding service levels, sales volumes, and training requirements.
- Prepare and assess RFP documentation for any external vendors required to assist in a project
- Monitor and report on pre project activities and provide relevant management information.
- Liaise with project sponsor and project team on any task, system or people resource issue that may impact the progress of a project
- Undertake issue investigations that allow alternative approaches to task completion to be considered emanating in the production of an issues log / action plan
- Produce appropriate management information regarding return on investment and achievement of critical success factors on a project post implementation Openly and willingly share with team members.
- Cooperate and work well with team members and others.
- Be a strong team member
- Coach, mentor other junior team members on related concepts so as to facilitate knowledge transfer
- Work independently with users to define concepts and under direction of project managers. Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
- Handle all duties as directed by supervisor or other superiors.
- Communicate constructively to supervisor.
- Use applicable applications to complete assignments.
- Successfully engage in multiple initiatives simultaneously.
- Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.

Requirements

Qualifications/Requirements:

- Bachelor degree in business or statistics or IT, Computer science, communication a related discipline from a recognised tertiary institution.
- Six Sigma Yellow Belt Certification or a Kaizen certification would be an added advantage

Other Information:

- Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
- Very familiar with MS Office such as Visio, Excel, and Project Management.
- University graduate in business/statistics or a related discipline, from a recognized tertiary university.
- Expertise in using histograms, Pareto charts, Ishikawa diagrams, control charts to represent statistical analysis of information.
- Expertise in calculating probability distribution and other related attributes like mean/median, variance , standard deviation on data sets
- Strong analytical and process management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
- Ability to develop requirements specifications according to standard templates, using business requirements modelling tools
- Ability to work well in a highly competitive, rapidly changing and demanding environment
- Ability to work independently
- Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.
- Project tracking/management is a pre-requisite.
- Experience using OLAP tools like Business objects.
- Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.
- Familiar with UML.
- Familiar in Project Management field.
- Strong knowledge Contact Centre solution components, products and services.
- Avaya Aura systems and applications
- Voice over IP
- Computer Telephony Integration
- Siebel CRM
- Advanced experience in MS excel, Visio and project.

About the Company

We are a leading international communications company delivering mobile, fixed, broadband internet, and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching peoples lives and our belief that we can stimulate human growth by leveraging communications to help people achieve their full potential.

Formerly known as Qtel Group, we have a customer base of 92.9 million and reported revenues of USD 9.3 billion in 2012.