Job Description
We are pleased to announce the following vacancy in the Service Management Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Reporting to the Manager, Service Analytics & Insights, the position holder will be responsible in ensuring best customer experience for the mobile and fixed customers.
Key Responsibilities:
• Develop real-time & historical voice and data KPIs from probe data towards building a complete Customer Experience Management platform
• Automation of the customer network issues resolution process which are raised through the various customer channels
• Offer support to customer care team in first line troubleshooting of network complaints raised by customers
• Develop crowdsourcing insights platform based on requirements provided by technology and business teams
• Safaricom’s single point of contact with the crowdsourcing providers on Technical issues that may arise or in making new requests
• Collaborate with the Terminals department by providing device insights based on requirements
• Collaborate with the Technology teams towards delivering initiatives in the customer obsession stream such as congestion relief, best video streaming network & resolution of network underutilization to within targets
• Development and support of tools that shall be key towards improving customer network experience such as mobile apps and web portals
• Providing network and customer insights through prescriptive and predictive analytics
QUALIFICATIONS
• Bachelor’s Degree in Telecom engineering /electrical & electronics engineering/IT.
• Good knowledge of Mobile & Fixed network environment and operations
• Good understanding of the data analysis tools - oracle databases, MySQL, Splunk, Power BI
• Programming in python, java
• Basic level statistics
• Ability to analyze large data sets
• Good understanding of mobile app and web development
• Knowledge of Cloud computing
• Ability to work with cross-functional teams and handle multiple simultaneous projects
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