Data Analyst, Costing & Performance Specialist

Afrik Intérim HR services est un fournisseur de solutions de ressources humaines de premier ordre.

S’inscrivant dans une logique partenariale, d’amélioration continue et orienté vers la performance, Afrik Intérim HR Services vous accompagne dans la gestion de votre Capitale Humain de manière efficace et efficiente afin de garantir l’atteinte de vos objectifs de manière durable.

Fort d’une expérience de plus de 20 ans, nous travaillons au rapprochement des Hommes et des Entreprises, en RDC.

Nous recrutons Un Data Analyst, Costing & Performance Specialist, pour le compte d'un de nos clients qui évolue dans le secteur de la Télécommunication.

The Spec Data Analytics, Costing & Performance is responsible for transforming raw operational data into actionable insights that guide decision-making within Customer Operations.

This role evolves the traditional reporting function into a data-driven, automated, intelligent performance management capability, replacing manual reporting with dynamic dashboards, predictive insights, and cost-to-serve modeling.

The specialist also acts as a data engineer & data strategist for COPS by designing data pipelines, data lake structures, data dictionary and governance frameworks that enable reliable analytics, automation initiatives, and performance optimization programs.

By owning costing models, performance dashboards, and operational analytics, this role directly contributes to COPS optimization, cost reduction, customer experience improvement, and strategic

planning.

Key Accountabilities

A. Operational Analytics & Insight Management

· Transform complex operational datasets into actionable insights that support key decisions across Customer Operations.

· Build dynamic dashboards (Power BI, Tableau, Qlik Sense) replacing traditional static reports.

· Perform advanced analytics to identify performance trends, operational bottlenecks, customer behavior patterns, and call drivers.

· Build predictive insights to support call reduction, digital channel adoption, and self-service strategy.

· Deliver weekly/monthly insight packs for leadership to drive operational optimization.

B. Costing, Forecasting & Financial Performance Analysis

· Build and maintain end-to-end costing models for Customer Operations activities including:

• Cost-to-Serve per channel (Call Center, TOBi, X-NPS, OneApp…)

• Call handling cost per minute, per agent, per vendor

• Forecasted budget modelling for voice & digital support

•  Performance-based outsourcing cost

• Staffing & capacity modelling linked to SLA

• Develop costing frameworks for outsourced call center partners, including Vendor rate modelling, Volume-based billing, Pay-per-performance frameworks, Automation & digital absorption rate calculation, and Penalty/bonus costing models

· Build simulations to compare cost of human handling vs digital handling vs automation.

· Develop profitability and ROI models for COPS strategic initiatives (automation, digital, AI, CX improvement).

C. Cost-to-Serve Optimization using Multi-Layer Frameworks

· Develop a multi-layer cost-to-serve optimization engine based on Skyline or similar frameworks incorporating:

· Continuously track real cost drivers affecting COPS performance (volumes, productivity, AHT, shrinkage, absenteeism, BOT deflection rate).

· Provide monthly optimization recommendations linked directly to budget impact, cost reduction, and CX improvement.

D. Data Engineering & Pipeline Ownership

Build and maintain end-to-end data pipelines and the COPS Data Lake using ETL/ELT tools (Python, SQL, ADF, Airflow). Ensure unified ingestion of all operational, digital, BOT, and partner data sources.

Guarantee data quality, lineage, and structured datasets that support analytics, AI, automation, and performance reporting. Develop reusable data models and marts for CX, TOBi, reporting, and channel performance.

E. Data Governance & Information Strategy

Define and enforce COPS data governance standards, access controls, data dictionary, and quality rules. Ensure compliance with Vodacom Group and regulatory requirements. Implement monitoring, reconciliation, and validation processes, serving as the data steward for all transformation and analytics initiatives.

F. Performance Management & KPI Framework

Own and automate all COPS performance KPIs, including AHT, SL, CSAT, NPS, digital adoption, BOT containment, cost-to-serve, outsourced vendor performance, and productivity.

Provide insights to guide decision-making and maintain performance scorecards for leadership reviews.

G. Support to Big Data, Automation, AI & Advanced Analytics

Supply clean datasets and analytical support for ML, predictive analytics, Intelligent Automation (RPA), IDP, TOBi training, and digital performance tuning. Collaborate with Technology Data/AI teams to align requirements, and explore Gen AI, LLMs, anomaly detection, and forecasting to enhance operational intelligence.

Job Knowledge

· Advanced data analytics and visualization

· Data engineering, ETL, data models, SQL mastery

· Cost modelling, forecasting, and financial analytics

· Operational contact center knowledge

· Experience with digital support platforms (TOBi, IVR, OneApp, X-NPS)

· Python & statistical modelling (advantage)

· AI/ML basics and applied analytics

· Telecom operations KPIs

· Automation & digital transformation awareness

Job Related Skills

· Strong business acumen and analytical reasoning

· Excellent command of statistical and analytical tools

· Excellent dashboarding (Power BI, Tableau, or equivalent)

· Strong financial modelling and KPI forecasting

· Problem-solving and insight interpretation

· SQL, Python, ETL pipeline creation

· Time management and ability to work under pressure

· Innovation and continuous improvement mindset

· Strong communication & presentation skills

· Ability to work independently with minimal supervision

Qualification & Experience

· Bachelor’s degree in computer science, Information Systems, Finance, Mathematics, Statistics, Engineering or equivalent

· 2–4+ years’ experience in data analytics, reporting, or BI · Experience in contact center or digital channel performance preferred

· Experience with SQL databases and ETL processes

· Experience in cost modelling or financial analytics strongly preferred

· Experience with Python, data engineering, or ML is a strong advantage

Strategic Value of This Role

This new role transforms COPS into a data-led, performance-driven organization, enabling:

· Better decision-making

· Cost-to-serve optimization

· Efficient outsourcing partnership management

· Digital channel acceleration

· Predictive and intelligent insights

· Stronger support to CX, COPS, Digital, and Transformation teams