Digital Media Intern

Vodafone

Role Purpose 

Use customer’s voice to improve all inbound & outbound customer operations by identifying opportunities and  business problems

Your Place in the team

• Finding insights related to FOC.

• Formulate a business problems, quantify it and translate it into an actionable plan.

• Support the squad by providing ad-hoc analysis to predict and interpret the business trends for key decisions. Automate analytics and predictive alarms/triggers.

• Keep the squad informed of trends and opportunities by proactively analyzing current business analytics, processes, market intelligence and best practices to develop strategies that drive cost reduction and a differentiated client experience. 

• Develop methods utilizing new or existing research/data to improve overall customer experience that leads to increased targeted sales and maximized performance. Conduct data-mining analyses for customer’s journey in call center channel. 

• Utilize speech and text analysis to maximize revenue, reduce costs and improve efficiencies while improving overall customer experience for all channels.

• Create actionable insight and understanding, through the analysis of both quantitative and qualitative data, building recommendations that directly address business objectives.

• Collaboratively work with a team to develop search/category queries, Analyze recorded audio and audio-based data for critical insight, trends and patterns, conduct root-cause analysis, and deliver findings with recommendations for ongoing.

• Use interaction data and conduct root-cause analysis to deliver actionable insights that drive quantifiable improvements to customer experience, a deeper insight of KPI performance, trends, and improved performance in acquiring, retaining and servicing customers.

We are looking for you if you have

• BS degree in a computer/statistics/maths/engineering disciplines

• Good level of English

• Excellent command in MS Office Programs especially in Excel 

• Strong ability in planning, reporting and analyzing

• Experience of working with large volumes of data

• Excellent level of SQL knowledge

• Excellent level of Logic, Analytical and Critical thinking capabilities 

• Ability to source, analyze data and use related tools (Excel, Business Objects, Knime)