Data Analyst

Alinefacility ManagementNairobi, Kenya

30+ days ago

Job description

Summary

Our client is a betting company is looking for a Data Analyst to provide vital support to the Customer Care Department.

Key Responsibilities

The ideal candidate will be responsible for collecting, analyzing, and interpreting data to improve customer interactions, optimize sales strategies, and enhance overall customer service efficiency.
The Data Analyst will work closely with the telemarketing and customer care teams to provide actionable insights that drive business growth and customer satisfaction.

Gather, clean, and organize customer and call center data from various sources (CRM systems, call logs, surveys, etc.).

Analyze customer behavior, call performance, and campaign effectiveness to identify trends and patterns.

Create dashboards and reports to track key performance indicators (KPIs) such as conversion rates, call durations, customer satisfaction, and agent performance.

Identify opportunities to improve telemarketing campaigns and customer care strategies through data insights.

Provide recommendations for script improvements, call handling techniques, and customer retention strategies.

Develop predictive models to enhance lead scoring and improve customer targeting.

Monitor customer interactions and feedback to identify pain points and areas for service improvement.

Work with management to set performance benchmarks and develop data-driven strategies for customer engagement.

Qualifications & Requirements :

Education : Bachelor's degree or Diploma in Business, Communications, Customer Service Management, or a related field (preferred but not mandatory).

Experience :

2-3 years of experience in Data Analyst is a must.

Experience in a call center or telemarketing environment is a plus.

Technical Skills :

Familiarity with QA software, CRM systems, and call monitoring tools.

Proficiency in Microsoft Office (Excel, Word, PowerPoint).

Soft Skills :

Strong analytical and problem-solving skills.

Excellent communication and coaching abilities.

High attention to detail and ability to provide objective evaluations.

Ability to work independently and collaboratively with teams.

Qualified candidates are to send their application to

recruitment@alinefacilitymanagement.co.ke

Email by 5th October 2025. Subject DATA ANALYST

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Data Analyst • Nairobi, Kenya

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