Reporting Analyst

1 week ago


Klang, Selangor, Malaysia SummitNext Technologies Sdn Bhd Full time

Analyze call center performance metrics, including but not limited to, average handle time, first call resolution, and customer satisfaction scores.


  • Identify trends and patterns in call center data to improve operational efficiency and customer service.
  • Work closely with call center managers and supervisors to develop strategies for improving call center performance.
  • Conduct root cause analysis to identify the underlying issues contributing to call center inefficiencies.
  • Collaborate with crossfunctional teams to implement process improvements and best practices.
  • Prepare and present reports to senior management outlining key findings and recommendations.
  • Provide ongoing support and training to call center staff to ensure successful implementation of new processes and procedures.

Requirements:

  • Bachelor's degree in Business Administration, Management, or a related field.
  • 3+ years of experience in call center operations and management.
  • Strong analytical and problemsolving skills.
  • Excellent communication and presentation skills with a proactive approach to engaging stakeholders effectively.
  • Proven ability to work effectively in a fastpaced environment and manage multiple projects simultaneously while demonstrating a willingness to go the extra mile.
  • Exceptional capacity for learning and adapting to new technologies and processes.
  • Experience in project management is a plus.
  • Knowledge of call center technologies and best practices.

Pay:
RM4, RM5,000.00 per month

Benefits:

  • Maternity leave
  • Opportunities for promotion
  • Professional development

Schedule:

  • Monday to Friday

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