RESPONSIBILITIES

• Conduct full lifecycle analysis to include requirements, activities and design report templates/monitoring dashboard
• Monitor performance and quality control plans to identify improvements.
• Assist with monitoring real time telephone/chat/ email/ In App statistics through IPSCAPE (Call management system)
• Ensure reports are completed within the specified requirements in the agreed SLAs and ensure the requestor understands any limitations.
• Responsible for daily, weekly, monthly, quarterly and yearly reports of the whole project.
• Explore and analyze datasets with tools like Excel.
• Evaluate changes or tendency of data or statistic and advice the solution.
• Recognize and adopt best practice in reporting and analyzing: data integrity, validation, documentation, dashboard.
• Analyze and solve the problem at their roots and report the results as in chart.
• Use statistic to generate clear and effective recommendation for action plan.
• Arrange the rosters for 2 teams monthly, depending on the Regional forecasting of contact volume, Seasonal forecasting or Promotion forecasting.
• Manage sick leave, annual leave, public holiday leave.

REQUIREMENTS

1. Experiences/ Knowledge:

• Have 2+ years experience as Data Analyst position or Business Data Analyst.
• Have at least 1-year experience in Call Center.
• Have experience in Workforce Management.
• Familiar with basic metrics in customer operations (depreciation, AHT, etc)
• Have strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Have a good knowledge and understand of analytical tools, data analysis principles.
• Adept at report writing and presenting findings.
• Good at English.

2. Nice to have:

• Experience in Salesforce or Power BI.
• Experience in building a dashboard for performance monitoring.
• College Degree.

3. IT skill:

• Salesforce or Zendesk.
• Advanced Excel.
• Proficient user of MS Office (Word, Excel & PowerPoint)

BENEFITS

• Attractive Salary and Benefits.
• Performance appraisals every year.
• Performance bonus twice a year.
• Various training on best practices and soft skills.
• Diverse careers opportunities with various industry and products.
• Company trip, big annual year-end party every year, team building, etc.