The Responsibilities of the Role:

• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance. Report and trend performance metrics on a daily/weekly/monthly basis; produces monthly management reports.
• To find opportunities and analyses qualitative and quantitative data and translating data into insights to identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
• Coordinates with statisticians for development of key driver analysis, statistical linkages, and calibration between Service delivery team KPI and other Contact Centre operational metrics such as quality, AHT, OSAT, etc.
• Facilitates root cause analysis to determine the key drivers behind Service delivery performance.
• Facilitates Service delivery action planning sessions with Contact Centre Operations. Develops recommendations involving operational process changes that are expected to improve Service results; solutions require resolution of complex operational issues.
• Create informative, actionable, and repeatable Customer Service reporting that highlights relevant business trends and opportunities for improvement with a focus on data accuracy and consistency.
• Design interactive dashboards that leverage data visualization to deliver analysis of key contact centre metrics and KPI’s for use by internal end-users.
• Proactively analyse data using multiple systems to identify data quality gaps, evaluate business processes, and derive sound conclusions.
• Suggest changes to Customer Service Leadership using analytics to support recommendations and actively participate in the implementation of approved changes.
• Interpret, evaluate, and interrelate operational data and develop integrated business analysis for strategic decision-making.

Skill Requirements:

• Degree holder in business management or an IT related discipline
• PC industry knowledge would be good.
• Minimum 3 years related data processing experience.
• Successful candidates should have the following prerequisite qualifications:
• Previous experience working in similar data processing role.

The Package :

• Attractive Salary (RM 4,500 - RM 5,500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.