Supervisor-Reporting, Data Analytics & PO
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Reference number: CR-NOV-2025-1 -
Job type: Permanent -
Kabul
Center
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Organisation Name: ATOMA -
ATOMA Level: 2 -
Posted: 09 Nov 2025
Job requirements
Job Requirements (Education, Experience and Competencies)
Education:
- Bachelor’s degree in computer science, business administration, or a related field. A master’s degree is preferred.
Experience:
- 3-4 years of progressive experience in reporting, data analysis, and process improvement roles, preferably within a customer-centric environment within a telecom company.
- Proven experience in managing and analyzing large datasets to derive actionable insights.
- Demonstrated ability to develop and present clear, concise reports and recommendations
Training:
- Introductory and intermediate telecoms training
- Data Analytics and Data visualization
- Communication and presentation skills
- Strong reporting skills
- Customer Experience Management
- Customer Relationship Management
Skills / physical competencies:
- Conflict resolution
- Customer care
- Exceptional project management skills
- Team / people management.
- Interpersonal; facilitation; negotiation and mediation skills
- Planning and Organizing
- Stakeholder relations management
- Communication and Presentation skills
- Decision making and Problem Solving
- Proficiency in Microsoft Excel (advanced functions, pivot tables, VLOOKUPs) and other reporting and data analytics software (e.g., SQL, Tableau, Power BI, or similar).
- Strong understanding of customer care operations, metrics, and best practices.
- Excellent analytical, problem-solving, and critical-thinking skills.
- Strong organizational and time management abilities with a track record of meeting deadlines.
- Excellent communication, interpersonal, and presentation skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Experience with process mapping and re-engineering.
Job description
Job Summary
We are seeking a highly analytical and process-oriented Supervisor to lead our Reporting, Data Analytics, and Process Optimization initiatives within the Customer Care division. This pivotal role will be responsible for ensuring the accuracy and timely delivery of critical reports, driving data-driven insights to improve customer experience, and identifying opportunities to streamline operational processes. The ideal candidate is an experienced professional with a strong understanding of data analysis, reporting tools, and a passion for operational excellence.
Duties & Responsibilities
Reporting & Data Integrity:
- Oversee the daily, weekly, and monthly updates of key operational dashboards, including the SIM registration dashboard, and ensure the accuracy and completeness of all data shared with relevant teams.
- Receive, analyze, and validate monthly reports from IT, striving for 100% accuracy in data interpretation and reporting.
- Prepare comprehensive monthly data analysis for SIM verification channels (e.g., SMS communication, outbound call center), including detailed reports on compliant and non-compliant subscribers, their RGS status, and segmentation. This report is to be delivered by the 5th of each month.
- Generate and share customer relation operations reports with the Finance department on a monthly basis, preceding the 7th of each month.
- Prepare weekly commercial presentations for management, highlighting performance against key Customer Care KPIs, SIM registration progress, and blockage metrics.
- Analyze customer queries and complaints on a monthly basis, highlighting the Top 5 issues and sharing actionable insights with relevant teams for resolution.
Data Analysis & Insights:
- Analyze opportunity losses for Service Centers (both Kabul and regional) on a daily basis, identifying root causes and developing strategies to recover at least 65% of total opportunity lost.
- Collaborate with IT/Marketing to obtain lists of smartphone users not utilizing data, coordinate data education efforts with the Outbound Contact Center (OCC) team, and analyze monthly reports to achieve a 20% data conversion rate among educated customers.
- Drive the embedding of the Voice of the Customer (VoC) through Closed-Loop Feedback (CLF) mechanisms, including NPS episodic surveys, to identify and resolve issues in product design, services, processes, and customer touchpoints.
- Monitor and report on fraud observations against the total number of fraud checks, ensuring timely execution of findings and recommendations from BRM and audit reports.
- Report any identified SIM registration fraud to the Sales & Distribution, Legal, and BRM teams.
Process Optimization & Improvement:
- Review existing operational processes for alignment with Customer Experience (CEX) and company standards, ensuring all Customer Relationship (CR) activities are effectively integrated.
- Drive the execution of the Division’s 90 Days Plan through weekly follow-ups with relevant teams.
- Contribute to the amendment of existing processes and the development of new ones to enhance efficiency and customer satisfaction.
- Reconcile province-level non-compliant customer bases.
- Regularly monitor the progress of flagged subscribers in IT systems (Itrace & TT), promptly reporting any abnormalities to IT for resolution. Ensure newly flagged subscribers meet agreed-upon criteria, verifying a minimum of 20 sample numbers monthly.
- Contribute to achieving and maintaining a “90% Green Dashboard,” ensuring departmental KPIs reflect actual results versus monthly and yearly targets.
Submission Guideline
Interested Afghan nationals can send their applications and resumes (with three valid references) by Nov 20, 2025.
Please mention the name of the position and the province in your e-mail subject line.
Applications received after the deadline and those that do not meet the requirements mentioned above will not be considered.