Opex Control and Analyst

Full Time

DEPARTMENT : Customer Experience

 

VACANCY : Opex Control and Analyst

 

LEVEL : Senior Officer

 

LOCATION : Lusaka, HQ

 

JOB PURPOSE

 

Responsible for managing and analyzing performance for the Customer Experience Department by Planning and tracking of the department’s annual budget and cost financial analysis for the short and long term planning, tracking of department projects and ensuring that all sections are aligned with their KPI’s as well as the Airtel’s strategy

 

REPORTING TO THE CUSTOMER EXPERIENCE DIRECTOR, THE MAIN DUTIES ARE:

 

Strategy formulation and implementation

 

Assist in the formulation and implementation of department’s strategy

Ensuring that the sections project implementation is carried out in a timely manner

Budgeting, Opex Tracking and Analysis

 

Formulation of the department’s annual budget.

Review and analyze all customer experience costs MTD and YTD in MAPA

Forecasting

 

Provide on a monthly basis variance reports of Flash / AOP versus actuals of all costs on MTD and YTD basis.

Ensure accuracy of Call Centre forecasted numbers within 10% of actuals

Call Reduction

 

Monitor call trends and come up with recommendations to reduce Repeat calls in the call center.

Explore Automation possibilities by finding out which services can be automated (self-help) in order to reduce inbound calls.

Supplier/Vendor Management

 

Manage business relationship with suppliers

Ensure POs are raised before commitment to the Vendor.

Validation of invoices from the vendors

Reporting

 

Weekly CX dashboard

Weekly KPI Tracker

Mark to Market Report

War on Waste

Flash and Forecast

Customer Service Departments KPIs

EDUCATIONAL QUALIFICATIONS & FUNCTIONAL/TECHNICAL SKILLS:

 

A university degree in Accountancy or any Business course from a reputable university

Professional qualification in Accounting (ACA, ACCA, CIMA etc.)

RELEVANT EXPERIENCE:

 

Minimum of 3-year similar experience with very good computer skills (especially Microsoft Tools- Excel/ PowerPoint)

OTHER REQUIREMENTS (BEHAVIOURAL):

 

Strong ethics, hands on approach, analytical skills and business acumen

Good communication and interpersonal skills

Good organizational abilities and excellent reporting skills

Ability to deliver under pressure

Enthusiasm to be part of a dynamic team

CLOSING DATE

 

Suitable candidates are required to send their application & Curriculum vitae to jobs@zm.airtel.com. Closing date for applications is 6th November, 2020.

 

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, ethnic grouping nor HIV/AIDS status.

 

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted

Application email or URL: jobs@zm.airtel.com