Telekom Networks Malawi plc (TNM)
VACANCY ANNOUNCEMENT
Applications are invited from suitably qualified candidates to fill the following vacant position below:
DATA AND REPORTING ANALYST
Reporting to the Call Centre Operations Manager, the Data and Reporting Analysist shall be responsible for collecting, analyzing, and interpreting operational data to support decision-making and performance improvement. Produces accurate reports on performance trends, workforce productivity, customer experience metrics, and forecasting to optimize Call Centre service Delivery and operational efficiency.
Major Tasks and Responsibilities
- Collect and consolidate customer interaction data from multiple platforms to provide a holistic view of customer experience.
- Maintain and update datasets, dashboards, and reporting structures to ensure accuracy, consistency, and data integrity.
- Monitor and validate KPIs, identify trends, performance gaps and anomalies.
- Design and maintain dashboard and produce automated performance reports (weekly, monthly)
- Interpret operational and customer data to support performance, monitoring and decision making
- Support forecasting, capacity planning, and workforce optimization through analysis of trends.
- Track key service metrics including complaints, FCR, call quality and resolution rates.
- Collaborate with cross functional teams to ensure consistent and accurate data capture.
- Ensure data accuracy through validation, reconciliation, and quality checks.
- Support compliance reporting, audits, and governance requirements.
- Ensure adherence, privacy policies, and organizational standards.
Educational and professional Requirements
- Bachelor’s degree or Diploma in Business Information Technology, Statistics, Data Analytics, or related field.
- Proficiency in Microsoft Excel, Power BI or similar reporting tools.
- Understanding of customer experience and performance metrics.
- Good communication and presentation skills.
- Ability to interpret data and provide actionable insights.
Interested applicants should send the application letters together with curriculum vitae through an email to the following address, indicating their preferable job location.
The Human Resources and Administration Director
TNM Plc
Livingstone Towers
P.O Box 3039 Blantyre
Email: vacancies@tnm.co.mw
The application letters should not be received later than 15th June 2026.