Your Job Descriptions:

  • Carry out the initiative and strategies to all country that have been formed to support the achievement of Cust. Care KPI and ensure KPI is met for the assigned domain/areas.
  • Contribute to and support capacity building in planning, monitoring, evaluation and reporting through peers-coaching.
  • Recommend, organize, develop and help implement process improvements using experience and facts.
  • Leveraging knowledge and experience to identify root cause of a problem through a deep analysis to propose solution in area, such as; accuracy data recording, on using data using technology, negotiation with BPO in term of performance level.
  • Communicate with a wide variety of internal and external customers (BPO) to make recommendations to fulfill customer demands
    Support Data & Reporting Manager in discussion and alignment among multiple stakeholders (i.e Vendor Management, Service Assurance, Customer Care Technology, and Business unit) to identify levers for achieving department performance targets and consolidate views.
  • Support Data & Reporting Manager in making business/commercial decision scenarios and identify potential risks and mitigations for each scenario.
  • Analyze trends within assigned operations, including contact volumes, contact patterns, staff productivity, staff capacity and resource allocation, and use the analysis results to forecast contact arrival patterns, across all channels.
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
  • Responsible for measuring performance, analyzing trends, and developing strategies to drive continuous improvement on day-to-day operations and meet KPI target and company goals in parallel.
  • Analyze overall BPO performance trend reports and communicate issue to management. Prepare periodic reports on an individual team, function, and department and covering all performance goals and real time adherence levels for the use in weekly, monthly, and annual performance appraisals.
  • Provide real time and historical contact center data to management team, including key performance indicators such as AHT, Shrinkage, Adherence, Service Level etc., working closely with them to proactively identify ways to improve results.
  • Act as internal subject matter expert on performance and productivity reporting for the whole customer operations team.
  • Build various dataset & dashboard as per business required.

Our Ideal Candidates

  • Minimum Bachelor's degree in Computer Science, Mathematics, Statistics or related field is required.
  • Minimum 1-3 years experience in analytics team consisting of data, reporting and project management team with experience in information management and data analysis as well.
  • Experience in managing day-today relationships and an ability to proactively engage internal and external customers.
  • Ability to work on multiple projects and deliverables at the same time and work effectively in a team environment.
  • Ability to work independently with minimal supervision and initiative to ask questions when clarification is required.
  • Must conduct themselves in a professional manner at all times including: appearance, communication, ethics set forth in the Company Code of Conduct.
  • Extensive experience in working in a data reporting analysis area is a must.

Skills, Knowledge & Experienced required:

  • Experienced with business intelligence tools, designing, reporting and delivering analytic solutions, data management and warehousing, and the strategic use of information.
  • Proven analytical skills; ability to review complex data, draw conclusions, and make recommendations.
  • Proficiency in Microsoft Office (Excel, Access, PowerPoint, etc.) and Google Suites.
  • Superior analytic and communication (written and verbal) skills with the ability to present data to interested parties with varying technical backgrounds.

Non-technical / Soft skills required:

  • Good Planning & Organizing, Customer Focus, Quality & Results Orientation good Analytical Thinking, Negotiation & Time Management.
  • Excellent communications skills, proficiency in both local language and English.
  • Good Analysis, Persistence, Responsive, Proactive, Pleasant Manner & good team work.
  • Strong interpersonal, negotiation, organizational, quantitative skills; attention to detail.
  • Good relationship building skills, problem solving and business acumen required.


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