Business Operation Data Analyst

SAMIR; Jakarta Selatan; On-site; IDR 240,000,000 - 480,000,000; Full time

Job summary

SAMIR is seeking a data-driven professional to support customer service operations in Jakarta. The role focuses on organizing, analyzing, and visualizing operational data, building dashboards in Google Sheets and Looker Studio, and creating anomaly alerts to drive timely improvements.

Collaboration with management and cross-functional teams is essential to optimize KPIs and workflows. The candidate will automate processes using GAS, Python, and SQL, enabling efficient data processing and

Qualifications

• 3+ years of experience in data analysis, data engineering, data development, or a related field.

Responsibilities

• Organize, analyze, visualize, and provide day-to-day operational data support for customer service operations.
• Build and maintain customer service dashboards and reports using Google Sheets and Looker Studio.
• Develop data monitoring and anomaly alert mechanisms to identify abnormalities in customer service operations.
• Analyze abnormal data, identify root causes, and support teams in implementing improvements.
• Provide ad-hoc data analysis and insights based on management requirements.

Skills

Data analysis

Data engineering

Data development

Tools

Google Apps Script (GAS)

SQL

Python

Google Sheets

Looker Studio

Job description

1. Customer Service Data Analysis & Monitoring

• Responsible for organizing, analyzing, visualizing, and providing day-to-day operational data support for customer service operations.
• Build and maintain customer service operational dashboards and reports, primarily using Google Sheets and Looker Studio.
• Develop data monitoring and anomaly alert mechanisms based on business requirements to identify abnormalities in customer service operations in a timely manner.
• Analyze abnormal data, identify root causes, and support relevant teams in implementing improvements.
• Provide ad-hoc data analysis and insights based on management and business team requirements.

2. Data Automation & Process Optimization

• Use Google Apps Script (GAS) and Google Sheets to automate customer service operational processes and improve data processing efficiency.
• Use Python for data cleaning, analysis, and automation.
• Automate repetitive tasks such as data consolidation, report generation, KPI calculations, data updates, and anomaly alerts.

3. Customer Service KPI & Performance Data

• Participate in the design and optimization of KPI and performance data frameworks for customer service employees and teams.
• Develop appropriate performance data analysis and management mechanisms based on different roles and responsibilities.
• Identify performance trends and anomalies at both team and individual levels through data analysis, providing data support for performance management, training, and workforce planning.
• Continuously optimize the methodology and presentation of performance data.

4. Customer Service System Management & Optimization

• Coordinate the day-to-day configuration, maintenance, and optimization of customer service systems and related operational systems.
• Configure system fields, tags, routing rules, access permissions, templates, and other functions based on business requirements.
• Continuously optimize system configurations and customer service workflows in response to changes in business processes.
• Troubleshoot and follow up on day-to-day system issues, and coordinate with vendors to resolve system-related problems.
• Participate in customer service system requirements analysis, testing, implementation, and post-launch optimization.
• Drive data and workflow integration between customer service systems and other business systems.

5. Other Responsibilities

• Perform other duties and projects as assigned by management.

II. Qualifications

1. Experience

• 3+ years of experience in data analysis, data engineering, data development, or a related field.
• Experience in process automation and/or operational data analysis within a customer service environment is preferred.

2. Technical Skills

Google Apps Script (GAS)

• Ability to use GAS to automate Google Sheets-based data processing, report generation, scheduled tasks, anomaly alerts, and other operational workflows.

SQL

• Proficient in SQL, with the ability to independently perform data extraction, multi-table joins, and data analysis.
• Familiarity with JOIN, CTE, Window Functions, and other commonly used SQL techniques.

Python

• Proficient in Pandas, NumPy, and other commonly used Python data analysis libraries.
• Ability to use Python for data cleaning, analysis, and automation tasks.

Google Sheets

• Advanced proficiency in Google Sheets, with strong data processing and analytical capabilities.
• Familiarity with commonly used formulas, Pivot Tables, data cleaning, and complex data processing.

Are you ready to be Samiritans?

We’re on the hunt for visionaries like YOU to drive meaningful impact for Samir Future

Let’s create and thrive together in a fintech environment with ideas and innovation!