About ENGIE Energy Access

ENGIE Energy Access is one of the leading Pay-As-You-Go (PAYGo) and mini-grids solutions provider in Africa, with a mission to deliver affordable, reliable and sustainable energy solutions and life-changing services with exceptional customer experience. The company is a result of the integration of Fenix International, ENGIE Mobisol and ENGIE PowerCorner; and develops innovative, off grid solar solutions for homes, public services and businesses, enabling customers and distribution partners access to clean, affordable energy. The PAYGo solar home systems are financed through affordable installments from $0.19 per day and the Mini grids foster economic development by enabling electrical productive use and triggering business opportunities for entrepreneurs in rural communities. With over 1,700 employees, operations in nine countries across Africa (Benin, Côte d'Ivoire, Kenya, Mozambique, Nigeria, Rwanda, Tanzania, Uganda and Zambia), almost 1.5 million customers and over 7 million lives impacted so far, ENGIE Energy Access aims to remain the leading clean energy company, serving millions of customers across Africa by 2025.

www.engie-energyaccess.com

Job Purpose/Mission

The CX Data Analyst is a key team member working closely with the Head of Customer Experience, Call Center Leadership, Service Center Leadership and the CX Service Delivery & Innovations Specialist. They will participate in the management of the department's activity through the study of numerical data. The role will be responsible for doing relevant analytics across all team under CX to provide insights and drive business productivity.

The right candidate will be analytical, curious, and have a passion for solving problems through a data-driven, customer-centric approach. Ideally, you would combine your analytical capability with a background in customer experience, sales and credit strategy, especially with call center optimization management. Your work will make a meaningful impact by enabling CX to stay accountable to our results, to better manage business performance, and to continuously innovate as we seek to go after our consolidated sales, active customer, revenue, and EBITDA targets.

Responsibilities

Data Analytics

• Monitor on an ongoing basis operational performance against key CX agreed metrics across EEA Uganda and identify improvement opportunities.
• Deliver strategic analyses of CX, sales and credit data, establish recommendations and action plans.
• Ad-hoc and project related analytics and performance insights.
• Generate regular reports in a sustainable and efficient way and clearly communicate data-driven insights to a wider audience in CX and beyond.
• Collaborate with data scientists, analysts, and engineers to ensure and improve data availability, integrity, accuracy, and reliability.
• Design, develop and own interactive Tableau dashboards to track key performance indicators and data trends to enable the CX team to monitor its performance efficiently.
• Provide support on broader analytical needs of the CX team, including analysis of pilots, interventions, CX operations or field research work.
• Work closely with other stakeholders and data users across the company to create and maintain controls systems and review standards which ensure data quality and prevent discrepancies.

Workforce Management

• Provide real-time ticket, telephony & chat monitoring to make timely/intra-day adjustments to maximize performance and achieve service level objectives.
• Maintain constant communication with Call Center Leadership to manage staffing based on forecasted call volumes vs actual inbound and outbound call volumes.
• Provide detailed analyses to identify, suggest and implement scheduling adjustments that support the department in meeting overall service goals on a daily, weekly and monthly basis to ensure the department delivers the best possible service at the right cost and resource level for all languages EEA Uganda operates in.
• Create and manage schedule to address demand to achieve stated service level goals across all languages and all call center locations (Kampala, Jinja and Mbale)
• Evaluate agent requests for schedule adjustments and help determine approval/denial of requests. This may involve responding to manager escalations on scheduling issues and giving them the right data to respond to agent requests.
• Based on independent data analysis, provide recommendations on ways to meet SLA's and minimize cost through recommendations to leadership on overtime needs or shortening shifts when appropriate.
• Contact agents and/or management when real time metrics identify a customer service gap and recommend immediate corrective action be taken to improve service.

Knowledge And Skills

Experience:

• At least 2 years' work experience in fields such as data analysis, statistics, business analysis in a call center environment, or similar, particularly in sectors like energy, retail financial services or telecommunications.
• Exceptional analytical skills and ability to synthesize and interpret qualitative and quantitative data into practical operational and strategic recommendations.
• Demonstrated ability working across teams and functions on technical project
• Keen eye for detail and thoughtful investigation of data before relying upon it and drawing conclusions from it
• Exceptional judgement, problem-solving skills, and ability to "Think Big & Make it Happen" both independently and collaboratively
• Excitement about EEA's mission and a deep desire to make an impact on off-grid and financially underserved customers in sub-Saharan Africa

Qualifications:

• Bachelor's degree or higher in a quantitative subject or any related field.

Language(s):

• English - outstanding written, verbal, and interpersonal communications
• Local Ugandan languages are a plus

Technology:

• Experienced building clear and insightful data visualizations with tools like MS Excel, Tableau, Power BI, D3, ggplot, etc.
• Able to build advanced queries using SQL, and comfortable with basics of with database management.
• Ability to use a multitude of languages e.g SQL, Python, and number of tools to perform meaningful analytics to generate intelligent insights.

We thank all applicants for their interest, however due to the large volume of applications we receive, only shortlisted candidates will be contacted.

ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, name, sexual identity, orientation or preference, religion, marital status, health, disability, political opinions, union involvement or citizenship. Our differences are our strengths!