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Business Intelligence Analyst

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia CPA Australia Ltd Full time

At CPA Australia Ltd, we are seeking a highly skilled Business Intelligence Analyst to join our team. As a key member of our Contact Centre, you will be responsible for monitoring and analyzing data in real-time, using various tools and methods to collect, process, and visualize data.

Your key duties will include:

  • Tracking and reporting key performance indicators (KPIs) such as service level, average handle time, occupancy rate, etc.
  • Forecasting and scheduling staff and resources to meet demand and optimize efficiency.
  • Identifying and resolving issues or anomalies in the data or the system.
  • Communicating and collaborating with other teams or stakeholders to ensure smooth operations and customer satisfaction.

As a successful candidate, you will have significant experience in a Real-Time Analyst role within a Contact Centre environment, preferably with Omni Channel. You will also possess advanced skills in MS Excel, as well as the ability to predict and influence the behavior of systems through the understanding of underlying structures.

We offer a values-led organization where you can pursue excellence and achieve together. Our benefits include health and wellbeing sessions, learning labs, generous reward and recognition program, and hybrid working arrangements.