Manager - Business Data Analyst
2 weeks ago
**Job Scope**:
- Lead a team of analysts and mentor them to enhance their analytical capabilities and drive data-driven innovation throughout the organization.
- Create best-practice reports based on data mining, analysis, and visualization
- Work with business stakeholders to analyze business and team performance, derive business insights and identify opportunities to improve customer experience and uplift operational efficiency.
- Develop processes and metrics to measure customer satisfaction and track operating performance.
- Identify pain points and opportunities in product features by working with internal stakeholders.
- Cultivate a data-driven culture, design analysis framework, provide training and education, and establish best practices in data-driven decision making.
- Explore and offer creative solution to Workforce Management business needs
- Weekly forecasts of key call center metrics (volume, ACHT, shrinkage); analyze data and adjust accordingly.
**Requirements**:
- Degree (in any fields)
- Call Centre Experience - Min 3 - 5yrs (MUST)
- Professional Call Centre Certification - will be added advantage
**Basic salary**: RM4K - RM6K
**2 years employment contract - Leasing (with 6 months probation)**
**Location**:Kuala Lumpur
**Job Type**: Contract
**Salary**: RM4,000.00 - RM6,000.00 per month
**Experience**:
- Call Center: 3 years (preferred)
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