Job Description

• Minimum 3-5 years of experience in reporting and data analysis, with at least 2 years in a leadership role within a call centre or customer service environment.
• University education or diploma preferably in related field.
• Proven experience in leading teams, managing projects, and driving process improvement initiatives.
• Strong analytical and problem-solving skills with the ability to interpret complex data and provide clear, actionable insights.
• Proficiency in data analysis tools such as SQL, Power Business Intelligence, Tableau, or similar platforms.
• Advanced Excel skills and experience with statistical analysis software.
• Excellent communication and presentation skills, with the ability to convey complex information to non-technical stakeholders.
• Strategic thinking and planning abilities, with demonstrated experience managing multiple projects simultaneously and meet deadlines in a fast-paced environment.
• Proficiency in Microsoft Office Suite, particularly PowerPoint & Excel.

ResponsibilitiesLead and Manage a Team of Reporting Analysts:

• Oversee the daily activities of a team of reporting analysts, ensuring alignment with organizational objectives.
• Provide mentorship, training, and guidance to team members to enhance their skills and career growth.

Data Analysis and Reporting:

• Collect, analyze and interpret large sets of call centre data, including key performance indicators (KPIs), customer satisfaction scores, and operational metrics.
• Develop and maintain dashboards, reports, and analytical tools to monitor call centre performance.
• Identify key trends, patterns, and areas of improvement within the data, providing actionable insights to management.

Strategic Planning and Execution:

• Collaborate with management to identify areas for process improvement
• Provide data-driven recommendations to support strategic goals and improve customer experience.

Stakeholder Communication:

• Present findings, recommendations, and progress updates to senior management and other key stakeholders.
• Work closely with operational teams, management, and other departments to understand reporting requirements and deliver actionable insights.

Technical Expertise:

• Utilize advanced data analysis tools and techniques (such as SQL, Excel, Tableau, or Power BI) to create sophisticated reports and visualizations.
• Ensure data integrity and accuracy in all reporting activities.

Process Improvement:

• Identify and implement process improvements to enhance reporting efficiency, accuracy, and effectiveness.
• Ensure adherence to best practices in data management and reporting protocols.

Compliance and Risk Management:

• Ensure that all data analysis and reporting activities comply with regulatory standards and company policies.
• Identify potential risks related to business operations and provide recommendations for mitigation.

BenefitsRemuneration package:

• Basic: RM4,500 - RM5,000
• KPI allowance: RM500

*Note: Basic salary will be determined based on the candidate\'s years of relevant experience, skill set, and performance during the interview process.

• EPF, SOCSO and EIS covered
• Annual salary increment & performance bonus
• Medical & hospitalization covered
• External training will be provided and potential career progression opportunities

Working hours:

• 9:00 AM - 6:00 PM
• Monday - Friday

*Note: Working hours are subject to change based on business and operational requirements.Working location:

• Menara Tokio Marine Life, No 189 Jalan Tun Razak, 50400 Kuala Lumpur.
• Nearby Ampang Park MRT2 / LRT station (within 5-minute walking distance)

Additional Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Annual Bonus
• Medical Insurance
• Training Provided
• Allowance Provided
• Performance Bonus
• Company Trip
• 5 Working Days

SkillsData Analysis Reporting Business Intelligence Tools Data Visualization Statistical Analysis SQLImportant InformationNever provide your bank or credit card details when applying for jobs. Do not transfer any money or complete unrelated online surveys. If you see something suspicious, Report This Job ad.

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