Moniepoint Inc. is a leading financial technology company that provides a seamless platform for businesses to accept digital payments, access credit and access simple business management tools that enable them to grow with ease. We are the parent company of TeamApt Ltd and Moniepoint MFB and we support over 600,000 businesses to process $12 billion monthly through our digital payment acceptance channels.
- Customer Success is one of the largest and fastest growing Departments in Moniepoint with over 700 FTE to support significant business growth.
- However there is a lack of data to understand why customers contact Moniepoint and how we can help improve the overall customer experience and drive self service.
- In addition we lack any forecast models for incoming demand, workforce management/ demand planning to optimise scheduling of resources across various channels, and adherence management.
- There is also only rudimental Customer Service Dashboards which are not used consistently across the Operation.
Responsibilities
As a Senior Data Analyst within our Customer Success Team, you would:
- Analyse customer service data to identify trends, gaps and improvement opportunities
- Use data/ analysis to help develop understanding of failure demand, and develop with stakeholders options to help improve overall customer experience and promote customer self service.
- Create from scratch & then update Workforce Management/ Resource planning including demand forecast across all channels and optimal resource scheduling and adherence management
- Build, maintain and evolve dashboards and reports in collaboration with the relevant stakeholders suitable for an Executive audience as well as Operations teams.
- Liaise with a Data Engineer to define data warehouse structure/requirements
Requirements
Minimum:
- At least 6 years of relevant experience as a Data Analyst/ Senior Data Analyst or similar roles, with a focus on customer success
- Experience in developing from scratch similar failure demand/ Workforce Management/ Resource planning/ Dashboards in another Customer Success organisation ideally Fintech/ Banking
- Advanced proficiency with SQL
- Proficiency with a spreadsheet tool (Microsoft Excel or Google Sheets, or any other alternative)
- Proficiency with a BI tool (PowerBI, Looker, Tableau, Superset, Redash, or any other alternative)
- Excellent problem solving skills
Relevant experience with the following would be an advantage:
- Python or any other scripting language
- Git or any other version control tool
- Forensic audit / Zendesk
Method of Application
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