Expert Service Performance & Analytics

About the role

JazzCash is transforming its customer service from a reactive model to an intelligence‑led, AI‑assisted operation. The Expert Service Performance & Analytics role provides the measurement and insight layer that makes this shift measurable and actionable, delivering the data that drives weekly CEO and ELT reporting.

Key responsibilities

• Own the weekly and monthly Customer Operations performance pack, designing dashboards and scorecards for contact centre, IVR, chatbot, WhatsApp, email, social and digital self‑service channels.
• Produce year‑on‑year, month‑on‑month and trend analyses with commentary to explain performance movements.
• Analyse complaints, service disruptions, transaction failures and escalation trends to identify root causes, quantify contact and cost impact, and recommend actions.
• Measure repeat‑contact and first‑contact‑resolution performance by intent and workcode, tracking the effect of implemented recommendations.
• Forecast contact volumes by channel and intent, model demand shocks, and provide early warnings of capacity pressure.
• Conduct scenario and sensitivity analysis to support staffing, channel mix and deflection investment decisions.
• Measure self‑service, IVR, bot and WhatsApp deflection, containment and quality, establishing baselines for the AI servicing programme.
• Interpret speech and text analytics output to surface recurring issues, intents and emerging risks.

Required profile

• Strong analytical mindset with experience in operational reporting and performance measurement.
• Proven ability to conduct root‑cause analysis of service incidents and translate findings into actionable recommendations.
• Experience in demand forecasting, capacity planning and scenario modelling for contact‑center environments.
• Familiarity with enterprise data platforms and the creation of dashboards or scorecards.
• Excellent written communication skills to produce clear commentary and executive summaries.

Required skills