Customer Service and Contact Centre Data Analyst

Bridge the gap between data and customer engagement by integrating insights from all touchpoints' interactions. Develop strategies and recommendations through insightful data analytics for improvement of process and better projection to drive business performance.

Responsibilities:

1. Analysis of servicing touchpoints interactions and service requests from various source systems to identify trends, patterns, meaningful insights, and findings that would help improve performance.
2. Use of data analysis to accurately forecast volume and identify resource requirements, optimizing workforce management strategies.
3. Employ data storytelling to weave business performance narratives and work with key business owners to identify opportunities or close gaps.
4. Validate the data points in the data warehouse to ensure data integrity.
5. Develop, automate, and streamline management reporting to monitor key business metrics.
6. Handle ad hoc requests, discern trends and business needs, and recommend sustainable solutions.
7. Provide guidance to junior staff.

Requirements:

1. University Degree with at least 8 years of experience in the FI or insurance industry, managing in-house/outsourced contact centre is preferred.
2. Determined, resourceful, and results-oriented individual with a proven track record in driving and achieving results.
3. Strong Excel and PowerPoint skills with the ability to communicate strong business storytelling skills.
4. Analytical skills; able to collect, organize, analyze, and interpret large datasets.
5. Interpersonal skills: Energetic and enthusiastic, able to engage and collaborate with all stakeholders/employees in the company.
6. Enjoys working in a dynamic and fast-paced environment.