Cc Ops Analytics & Reporting Specialist

CelcomDigi; Selangor; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Malaysia is seeking a Cc Ops Analytics & Reporting Specialist to deliver actionable insights and performance analytics. This role requires analyzing operational data, developing dashboards, and supporting customer experience improvement initiatives. Candidates should possess a Bachelor's Degree in Statistics or a related field and have 3–5 years of experience in analytics or reporting. Strong analytical skills and proficiency in tools like Power BI and Excel are essential.

Qualifications

• 3–5 years experience in analytics or reporting in a contact centre or customer operations environment.
• Strong analytical, problem-solving, and data visualisation skills.
• Familiarity with CRM systems and ACD platforms.

Responsibilities

• Analyze operational data from contact centre platforms to identify performance trends.
• Deliver insights on customer experience metrics to support improvement initiatives.
• Develop, automate, and maintain dashboards and reports for operational performance.

Skills

Analytical Thinking & Problem Solving

Data Visualisation & Reporting

Customer-focused

Proactive

Communication

Education

Bachelor’s Degree in Statistics, Business Analytics, or related field

Tools

Power BI

Tableau

Excel (advanced)

SQL

Python/R

Job description

We are now ONE! #CelcomDigi Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

Cc Ops Analytics & Reporting Specialist

The Analytics & Reporting Specialist is responsible for delivering actionable insights and performance analytics to drive operational excellence within the CelcomDigi Contact Centre Operations. This role focuses on data analysis, reporting, and performance tracking to improve customer experience, agent productivity, and cost efficiency across all customer interaction channels.

Responsibilities

• Analyze operational data from contact centre platforms (voice, chat, email, social, etc.) to identify performance trends, patterns, and root causes.
• Deliver insights on customer experience metrics (AHT, FCR, NPS, CSAT, SLA, abandonment rate, etc.) to support improvement initiatives.
• Support business decisions with data-driven recommendations for service improvement, resource optimisation, and process efficiency.
• Develop, automate, and maintain dashboards and reports for daily, weekly, and monthly operational performance.
• Ensure accuracy and timeliness of all CCO performance reports shared with management and stakeholders.
• Present key metrics and trends to CCO leadership and cross‑functional teams.
• Ensure consistency, accuracy, and integrity of data across systems and reports.
• Collaborate with IT, Digital, and Data teams to enhance reporting capabilities and data integration.
• Support Customer Experience transformation initiatives by providing analytical insights and tracking performance outcomes.
• Participate in forecasting, capacity planning, and workforce optimisation analysis.
• Identify automation or digitalisation opportunities to improve reporting efficiency.

Requirements

Qualifications & Experience:

• Bachelor’s Degree in Statistics, Business Analytics, Computer Science, or related field.
• 3–5 years of experience in analytics or reporting, preferably within a contact centre or customer operations environment.
• Strong analytical, problem-solving, and data visualisation skills.
• Proficiency in tools such as Power BI, Tableau, Excel (advanced), SQL, Python/R (advantageous).
• Familiarity with CRM systems, ACD platforms (Avaya, Genesys, etc.), and workforce management tools.
• Experience in telecommunications or service industry preferred.

Core Competencies:

• Analytical Thinking & Problem Solving.
• Data Visualisation & Reporting.
• Attention to Detail & Data Accuracy.
• Business Acumen (Customer Operations & Experience).
• Communication & Storytelling with Data.
• Collaboration & Stakeholder Management.

Behavioural Traits:

• Customer-focused and outcome-driven.
• Proactive, resourceful, and detail-oriented.
• Able to manage multiple priorities in a fast‑paced environment.
• Committed to continuous improvement and innovation.

Next Steps

Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre‑screening conversation, interviews and/or assessments.

At CelcomDigi, we aspire to be Malaysia’s leading telco‑tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence.

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.

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