Digital Operations Analyst
Etisalat Misr, Egypt

• Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues
• Launching new digital capabilities that adds value to the Digital consumer journey
• Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behaviour across all digital channels

• Managing the day to day Digital operations of Etisalat Digital fronts to ensure proper functioning & immediate resolution of spotted issues

  • Give visibility & periodic status updates on Digital operational to management in the right forums
  • Develop proper dashboards that measures digital performance & raises prompt red flags & work with DWH to ensure data automation
  • Direct interface with IT & external parties to fix any spotted issues & ensure SLA abidance
  • Work with Digital business owners to understand the consumer digital pain & work on proposals to fix
  • Close monitoring of external digital fronts (e.g. Social Media/Google reviews) aiming to promptly spot any issues
  • Work closely with CC & all customer facing entities to gather issues/alarms
  • Spot Digital Issues by running proper reports to detect any malfunctioning services
  • Handling the day to day operational digital issues that impact customer experience & core digital services fulfilment

  Launching new digital capabilities that adds value to the Digital consumer journey

  • Report the progress of the newly launched capabilities to ensure proper functioning & consumer acceptance
  • Work with IT for complete implementation of the new capabilities from idea generation till delivering & handing over to business owner
  • Design & Come up with new capabilities based on the understanding of Digital platforms

  Launching new digital analytics tool that supports Digital business owners & enrich the visibility of consumer behaviour across all digital channels

  • Own the integration of external reporting engines with Etisalat DWH
    • Introduce new reporting digital platforms & work with all relevant stakeholders starting from requirements gathering till launch

• KEY SKILLS/EXPERIENCE REQUIRED –
• 5+ years of work experience in Telecom, mainly in Telecom Operational Management/ Marketing Development/ Customer care
• Good understanding of basic Digital Backend systems & technicalities

Knowledge:

• Good Communication and presentation skills
• Problems solving and analytical thinking
• Time Management skills
• Customers and results oriented
• Basic telecom technical knowledge
• Focus on Customer Centricity & understanding consumer behaviors
• Details oriented & excellent follow up skills

Desirable

• Solid telecom technical skills and awareness with Etisalat technical architecture

Education:

• A bachelor's degree in business/marketing/computer science

Prior Work Experience:

• 5+ years of work experience in Telecom, mainly in Telecom Operational Management/ Marketing Development/Customer Care

Language Proficiency:

Fluency in both spoken & written English & Arabic language is required.

Customer Centricity:

• Able to focus on consumer issues & detect priorities

Communication Skills:

• Able to work smoothly with all stakeholders for efficient operational flow (IT, Business owners & external parties)

Job Rewards and Benefits