Data Analytics

Data Collection and Reporting:

• Gather and analyze data within the call center operations.
• Prepare and maintain regular reports on key performance indicators (KPIs) such as call volume, average handle time, service level, agent performance, and customer satisfaction metrics.

Data Analysis:

• Analyze trends and patterns in call center data to provide insights and actionable recommendations for performance improvement.
• Conduct root cause analysis to identify areas for optimization and efficiency.

Collaboration:

• Work closely with management and operational teams to understand reporting needs and deliver insightful reports.
• Support team leaders and other stakeholders by providing data-driven insights to enhance decision making.

Process Improvement:

• Identify opportunities for enhancing data collection and reporting processes.
• Assist in implementing best practices for data reporting and visualization.

Technical Skills:

• Utilize data analysis tools and software (such as Excel, SQL, Tableau, or Power BI) to create informative reports and dashboards.
• Ensure the accuracy and integrity of data used in reporting.

• Previous experience in data analysis or reporting, ideally in a call center or customer service environment.
• University education or diploma preferably in related field.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Proficiency in data analysis and visualization tools.
• Excellent communication and presentation skills, with the ability to convey complex data in a clear and concise manner.
• Self-motivated and able to work independently as well as part of a team.
• Adaptable to changing business needs and priorities.
• Eager to learn and implement new reporting technologies and methodologies.
• Proficiency in Microsoft Office Suite, particularly PowerPoint & Excel.

• Remuneration package:
• Basic: RM3,000 – RM3,500
• Attendance allowance: RM100
• KPI incentive: RM300 - RM500
• Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.

• Annual salary increment & performance bonus
• Medical & hospitalization benefits
• EPF, SOCSO and EIS covered
• Working hours:
• 10:30 AM – 7:30 PM
• Monday – Friday
• Note: Working hours are subject to change based on business and operational requirements.

• External training will be provided and potential career progression opportunities

• Working location:
• E-7-1, Megan Avenue 1, No. 189, Jalan Tun Razak, 50400 Kuala Lumpur
• Nearby Ampang Park LRT and MRT station (within 5-minute walking distance)