Call Center Data Expert

5 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Telecontinent Full time
About the Role:
As a Data Analyst at Telecontinent, you will play a critical role in driving business decisions through data-driven insights. Your responsibilities will include:

Data Analysis:
  • Gather and analyze data from various sources to identify trends and patterns.
  • Develop and maintain regular reports on key performance indicators (KPIs) such as call volume, average handle time, service level, agent performance, and customer satisfaction metrics.

Collaboration and Communication:
  • Work closely with management and operational teams to understand reporting needs and deliver insightful reports.
  • Support team leaders and other stakeholders by providing data-driven insights to enhance decision making.

Requirements:
  • Previous experience in data analysis or reporting, ideally in a call center or customer service environment.
  • University education or diploma preferably in related field.
  • Strong analytical and problem-solving skills with exceptional attention to detail.
  • Proficiency in data analysis and visualization tools.
  • Excellent communication and presentation skills, with the ability to convey complex data in a clear and concise manner.
  • Self-motivated and able to work independently as well as part of a team.
  • Adaptable to changing business needs and priorities.
  • Eager to learn and implement new reporting technologies and methodologies.
  • Proficiency in Microsoft Office Suite, particularly PowerPoint & Excel.


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