Provide business insight through metrics, reporting, and variance analysis coming from in-depth analysis
Prepares, develops and analyses daily, weekly, monthly reports and presentations on Key Performance Indicators and other key statistical data in a call center inbound/customer service programs
Perform market analysis in supporting business decision making
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems
Analyze and present relevant data in easy to understand format/dashboards or file automation to aid timely decision making, provide insightful discoveries and recommendations and optimize processes
Detail oriented, independent, proactive and able to work under pressure to meet deadlines

Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field
Preferable with 2 years of working experience in the related field is required for this position
Extensive practical knowledge in importing data for use in report software, spreadsheets, Tableau, Power BI, pivots and formulas, graphs, and flow charts
Proven experience in overseeing the design, development, and implementation of contact centre operation
Ability to prioritize and complete all tasks when ad-hoc assignments are given in short period of time
Flexible and adaptable to various business models and projects
Excellent verbal and written communication skills in English and the language of supporting market

Business Analytics Specialist

Key skills