Reporting Analyst

5 months ago


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 cross-functional 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 problem-solving skills.
- Excellent communication and presentation skills with a proactive approach to engaging stakeholders effectively.
- Proven ability to work effectively in a fast-paced 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: RM4,000.00 - RM5,000.00 per month

**Benefits**:

- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday


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