KingMakers is the leading sports and digital entertainment platform company across the African continent. We are focused on creating opportunity. Opportunity that allows individuals and communities to realise their dreams – to be the best they can be. Opportunities to grow, to change, to build a business, to make a difference. Opportunity for individuals. Opportunity for our communities. Our proprietary technology, delivered through our agency and online platforms, brings sports fans and their communities closer to the games they love.
Role Overview:
- The Senior Data & Reporting Specialist plays a critical role in strengthening the effectiveness of the customer service team by harnessing the power of data-driven insights. This key function involves collecting, analyzing, and interpreting vast datasets to provide comprehensive reports, trends, and actionable recommendations.
- By distilling complex information into accessible formats, the analyst empowers the customer service team to make informed decisions, optimize processes, and enhance overall customer satisfaction.
What You Will Be Doing:
- Collect, clean, and organize customer service data from various sources.
- Analyze large datasets to identify trends, patterns, and insights related to customer service performance.
- Develop and maintain dashboards and reports to track key performance indicators (KPIs) and provide real-time visibility into customer service metrics.
- Collaborate closely with customer service managers and leaders to understand reporting requirements and deliver reports that meet their needs.
- Collaborate with cross-functional teams to identify areas for process improvement and recommend data-driven solutions.
- Identify trends, patterns, and anomalies in customer service data and provide recommendations for process improvements.
- Conduct in-depth root cause analysis of customer issues and provide actionable insights to enhance customer support strategies.
- Automate recurring reporting processes and streamline data workflows to ensure data accessibility and timeliness.
- Build predictive models to forecast customer service demand and optimize resource allocation.
- Develop and automate data pipelines for ongoing data analysis and reporting.
- Mentor and guide junior data analysts in the team.
- Stay up to date with industry best practices and emerging trends in data analytics.
What You Need for This Role:
- Bachelor's degree in a quantitative field such as Data Science, Statistics, Mathematics, or a related field. Master's degree is a plus.
- Must have completed NYSC.
- Proven experience (6+ years) in data analysis, preferably in customer service or related field.
- Proficiency in data analysis tools and languages such as Python, R, SQL, and data visualization tools (e.g., Tableau, Power BI).
- Strong analytical and problem-solving skills with the ability to work with large data sets.
- Excellent communication skills to convey complex data findings to non-technical stakeholders.
- Experience with machine learning and predictive modeling.
- Familiarity with customer service platforms and tools
- Strong attention to detail and ability to work independently.
Method of Application
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