CC Operations Analytics & Workforce Insights Specialist

CelcomDigi Berhad; Malaysia; On-site; MYR 89,000 - 134,000; Part time

Job summary

CelcomDigi Berhad in Malaysia is seeking a Contract Analytics & Reporting Specialist to drive operational excellence in the Contact Centre through data analysis, reporting, and performance tracking. You will deliver actionable insights to improve customer experience, agent productivity, and cost efficiency across channels.

The role emphasizes data governance, reporting automation, and strategic support for CX transformation, including forecasting and capacity planning.

Qualifications

• Bachelor's degree in statistics, business analytics, CS or related field.
• 3–5 years analytics or reporting, preferably in contact centre or operations.
• Strong analytical, problem-solving and data-visualization skills.
• Proficiency in Power BI, Tableau, Excel advanced, SQL; Python/R advantageous.
• Familiarity with CRM, ACD platforms (Avaya, Genesys) and WFM tools.

Responsibilities

• Analyze operational data to identify performance trends and root causes.
• Deliver insights on CX metrics (AHT, FCR, NPS, CSAT, SLA, abandonment).
• Develop, automate, maintain dashboards for daily/weekly/monthly performance.
• Ensure accuracy and timeliness of reports; present to leadership.
• Support forecasting, capacity planning and workforce optimization.

Skills

Analytical skills

Data visualization

Problem-solving

Communication

Attention to detail

Education

Bachelor's Degree in Statistics, Business Analytics, Computer Science, or related field

Tools

Power BI

Tableau

Excel (Advanced)

SQL

Python/R

Job description

CelcomDigi Berhad in Malaysia is seeking a Contract Analytics & Reporting Specialist to drive operational excellence in the Contact Centre through data analysis, reporting, and performance tracking. You will deliver actionable insights to improve customer experience, agent productivity, and cost efficiency across channels.

The role emphasizes data governance, reporting automation, and strategic support for CX transformation, including forecasting and capacity planning.