Data Analysis

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.

Responsibility

• Data Collection and Reporting:

Gather and analyze data within the call center operations.

Prepare and maintain regular reports on key performance indicators (KPIs) such as call volume, average handle time, service level, agent performance, and customer satisfaction metrics.

• Data Analysis:

Analyze trends and patterns in call center data to provide insights and actionable recommendations for performance improvement.

Conduct root cause analysis to identify areas for optimization and efficiency.

• Collaboration:

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.

• Process Improvement:

Identify opportunities for enhancing data collection and reporting processes.

Assist in implementing best practices for data reporting and visualization.

• Technical Skills:

Utilize data analysis tools and software (such as Excel, SQL, Tableau, or Power BI) to create informative reports and dashboards.

Ensure the accuracy and integrity of data used in reporting.

Benefits

• Remuneration package:

-Basic: RM3,500 – RM4,000

-Attendance allowance: RM100

-KPI incentive: RM500

*Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process

• Annual salary increment & performance bonus
• Medical & hospitalization benefits
• EPF, SOCSO and EIS covered
• Working hours:

-9:00 AM – 6:00 PM

-Monday – Friday

*Note: Working hours are subject to change based on business and operational requirements.

External training will be provided and potential career progression opportunities

• Working location:

-Level 16, Menara Tokio Marine Life, No. 189, Jalan Tun Razak, 50400 Kuala Lumpur

Nearby Ampang Park LRT and MRT station (within 5-minute walking distance)

Additional Benefits

• Annual Leave
• Medical and Hospitalisation Leave
• EPF / SOCSO / PCB
• Annual Bonus
• Medical Insurance
• Training Provided
• Allowance Provided
• Performance Bonus
• 5 Working Days

Job Types: Full-time, Permanent

Pay: RM4,100.00 - RM4,600.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Day shift

Supplemental Pay:

• 13th month salary
• Attendance bonus
• Performance bonus
• Yearly bonus

Application Question(s):

• are you able to use SQL and PowerBI?

Education:

• Diploma/Advanced Diploma (Required)

Experience:

• Data analysis skills: 1 year (Required)

Language:

• English (Required)