VIP Relations & Analytics Lead

MitraComm

Jakarta Selatan

On-site

IDR 133,920,000 - 200,880,000

Full time

14 days+

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Job summary

MitraComm is seeking an Analytics & Operations Professional in Jakarta to develop KPI dashboards and analyze ticket trends for process improvements. You will prepare executive summaries and coordinate with cross-functional teams to ensure SLA compliance and project progress.

The role requires advanced Excel, Power BI or Looker Studio proficiency, and strong analytical and communication skills. English proficiency is a plus.

Qualifications

Proficient in advanced Excel features (PivotTables, XLOOKUP, Power Query).
Experience with Power BI or Looker Studio (basic to intermediate).
SQL is an advantage.
Strong analytical thinking and stakeholder management.

Responsibilities

Prepare daily, weekly, and monthly KPI dashboards.
Analyze ticket trends, aging, backlog, repeat complaints, and SLA.
Create management presentations and executive summaries.
Perform root cause analysis and recommend improvements.
Monitor VIP & L2 ticket queues and track SLA compliance.
Coordinate with NOC, Field Operations, Vendor, IT, and Customer Care.
Escalate critical customer cases based on priority.
Follow up enhancement initiatives with IT.
Prepare Meeting Minutes (MoM) and action trackers.
Monitor project progress and implementation timelines.
Maintain SOPs and operational documentation.

Skills

Advanced Excel

Analytical thinking

Communication & stakeholder management

English proficiency

Tools

Power BI

Looker Studio

SQL

Power Query

Pivot Tables

XLOOKUP

Job description

The role requires advanced Excel, Power BI or Looker Studio proficiency, and strong analytical and communication skills. English proficiency is a plus.

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