Job Description
Job Discerption Act as the decision support function for the Customer Care department and will be Responsible for Customer care short- & long-term planning, analysis and ensure alignment and integrity with strategic directions of the department for Vodafone Egypt, Vodacom & Vodafone group.
• Provide reports, assumptions and support to create financial plans of customer Care short- & long-term operation planning, annual and quarterly required (headcount, seating)
• Provides all financial and HC analysis requested by the customer care operational management.
• Report on bad debt performance against budget.
• Report on debt collection performance.
• Build and maintain models for controlling and measuring customer care expenditures against agreed on targets.
• Analyze the actual results against budgets and forecasts and long-range plans.
• Perform budget review activities, updating HC assumptions, operational requirements and trends and commit to budget cycles time lines.
• Identify key risks and opportunities that may raise during the forecasted period.
• Highlight risks on meeting customer care operational expenses targets through spotting areas of overspending or challenging performance
• Support producing financial analysis by reporting, updating and validating actual trends.
• Monthly governance for all CARE line items in terms of OpEx cost, Direct cost, CAPEX and HC commitment in line with the targeted FY plan.
• Provide analysis to support understanding customer care financial performance against targets/budget.
• Responsible for proposing cost reduction opportunities with proper recommendations.
• Assess all new service models across CARE while discussing the launch with all stakeholders.
• Focal point between customer care and Vodacom & VF group requirements by interacting& discuss all needed figures and deliveries.
• Develop headcount and seating plans for existing and new accounts.
• Design and govern manage service invoicing and ensure to align all stakeholders with the results.
• Decision making for managed service discussion and way forward.
• Supports the preparation of business cases by engaging with relevant stakeholders.
• Responsible to have all needed insights before circulating the business case to customer care director to sign it.
• Partner with staff (e.g., Tribe, Training, HR, Finance, technology, BI Reporting) within and across sites to identify business opportunities based on analysis of reports.
• Maintain excellent communication with all stakeholders managing their expectations and ensure delivery on agreed time plans
• Analyze, develop action plan, and resolve service delivery and/or service level issues
Qualifications: • University degree in Business Administration, or Accounting
• 2-4 years of experience in reporting, statistics or financial analysis
• Worked for many areas in the Customer Care and have background on most of their roles
• Excellent command of computer use (Excel, PowerPoint, Access).
• Statistical software experience is a must
• Advanced analytical and data interpretation skills
• Solid knowledge of relational database, decision support system and different types of reporting tools (Business Object)
• Excellent communication skill both in Arabic and English
• Excellent presentation skills
• Ability to manage and coordinate multiple activities under tight timeframes, while maintaining professional standards.
• Objective focused
• Excellence mindset striving to exceed expectations.
• Drive towards continuous development and improvement
• Highly motivated self-starter who can drive changes
• Ability to work under high pressure.
• Ability to work with minimal supervision.
