Network Reporting Team Leader
3 weeks ago
**Job Title**
Network Reporting Team Leader ( AD_HOC/CEM/SYBASE/SQL/Data management )
**Job Purpose**
This position is to manage customer experience data reporting, data mining and handle AD-HOC request for internal/external on reporting to achieve the business commit of CEM organization.
**Key Responsibilities**
- Manage regular reporting generation and releasing to provide insights on customer experience & service quality
- Manage and maintain report templates on change
- Manage the AD-HOC requirement and coordinate the requirement fulfillment
- Direct and manage data mining requirement fulfillment to support analytics
- Manage the internal/external communication, and prepare regular reports
- Manage and maintain the knowledge database on reporting and data mining
- Escalate and report to management team for any issues affecting his domain
- Keep tracing the reporting process and handle the exception to ensure the service devilry
- Exercises limited management authority; sets employee performance objectives, conducts performance reviews and recommends pay actions
- Defines team operating standards and ensures essential procedures are followed
- Has accountability for the performance and results of reporting team
- Adapts departmental plans and priorities to address resource and operational challenges
- Provides technical guidance to employees, colleagues and/or customers
**Knowledge/Skill/Experience**
Technical Skill:
- Good knowledge and understanding on CEM concept, especially for the metrics.
- Good knowledge and understanding on report generation and data visualization etc.
- Strong knowledge and understanding on the table, fields on the database.
- Good knowledge on Sybase IQ database and SQL commands.
- Good understanding and experience in CEM operation processes
**Experience**:
- 7+ years’ network operation experience on network or customer experience management 2+ years’ management experience.
Qualification:
- Bachelor’s degree in Telecom communication, computer science or related domain.
- Experience on reporting tools is preferred.
Other Skill:
- Strict following to plan and complete tasks on time.
- Organized and able to meet deadlines.
- Excellent verbal and written communication.
- Ability to do multi-tasks
- Customer oriented
- Working under pressure.
- Good Team Player
- Guide and manage team members
**Key Result Area**
- Delivery services as per the agreed SLA/OLA
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