Telekom Networks Malawi plc (TNM)

Reporting to the Call Centre Operations Manager, the Data and Reporting Analysist shall be responsible for collecting, analyzing, and interpreting operational data to support decision-making and performance improvement. Produces accurate reports on performance trends, workforce productivity, customer experience metrics, and forecasting to optimize Call Centre service Delivery and operational efficiency.

Responsibilities or duties

• Collect and consolidate customer interaction data from multiple platforms to provide a holistic view of customer experience.
• Maintain and update datasets, dashboards, and reporting structures to ensure accuracy, consistency, and data integrity.
• Monitor and validate KPIs, identify trends, performance gaps and anomalies.
• Design and maintain dashboard and produce automated performance reports (weekly, monthly)
• Interpret operational and customer data to support performance, monitoring and decision making
• Support forecasting, capacity planning, and workforce optimization through analysis of trends.
• Track key service metrics including complaints, FCR, call quality and resolution rates.
• Collaborate with cross functional teams to ensure consistent and accurate data capture.
• Ensure data accuracy through validation, reconciliation, and quality checks.
• Support compliance reporting, audits, and governance requirements.
• Ensure adherence, privacy policies, and organizational standards.

Qualifications or requirements (e.g., education, skills)

• Bachelor’s degree or Diploma in Business Information Technology, Statistics, Data Analytics, or related field.
• Proficiency in Microsoft Excel, Power BI or similar reporting tools.
• Understanding of customer experience and performance metrics.
• Good communication and presentation skills.
• Ability to interpret data and provide actionable insights.

• Collect and consolidate customer interaction data from multiple platforms to provide a holistic view of customer experience.
• Maintain and update datasets, dashboards, and reporting structures to ensure accuracy, consistency, and data integrity.
• Monitor and validate KPIs, identify trends, performance gaps and anomalies.
• Design and maintain dashboard and produce automated performance reports (weekly, monthly)
• Interpret operational and customer data to support performance, monitoring and decision making
• Support forecasting, capacity planning, and workforce optimization through analysis of trends.
• Track key service metrics including complaints, FCR, call quality and resolution rates.
• Collaborate with cross functional teams to ensure consistent and accurate data capture.
• Ensure data accuracy through validation, reconciliation, and quality checks.
• Support compliance reporting, audits, and governance requirements.
• Ensure adherence, privacy policies, and organizational standards.

• Proficiency in Microsoft Excel, Power BI or similar reporting tools.
• Understanding of customer experience and performance metrics.
• Good communication and presentation skills.
• Ability to interpret data and provide actionable insights.

• Bachelor’s degree or Diploma in Business Information Technology, Statistics, Data Analytics, or related field.