Job Description

: Responsible to prepare periodic and adhoc report to support the business requirement. Perform analysis based on the data to measure the overall CS performance and key metrics for strategic planning to sustain performance and continuous improvement Work extensively with numbers and data, collecting data and ensuring the data cleanliness and accuracy as well as interpreting the data Manage large amounts of data, analysing them and developing data-driven insights to the business to make strategic planning to drive improvement actions and sound business decisions Oversee the entire performance of Operations department by developing dashboards, monitoring trends and identifying risks, provide periodic and ad hoc reporting to facilitate the Operations in keeping track of performance and drive improvement Maintain periodical report to keep track of key metrics within the department Developing and supplying the Operations Management with adhoc reporting requirement Requirements: Bachelor Degree, preferably major in a quantitative subject, such as business analytics, statistics, engineering, mathematics Someone with experience in Contact Centre environment or customer service, or in the similar capacity would be an added advantage More than 5 years of experience in business intelligence or data analytics Proficiency in SQL (Structured Query Language), Excel and Powerpoint Strong analytical and problem solving skills: ability to draw insights from data, research and design practical and scalable solutions High energy, self-motivation and ability to thrive in a fast-paced working environment with a customer focused attitude Logical thinking with Excellent verbal and non-verbal communication skills

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