CC Ops Reporting & Workforce Management 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

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CC Ops Reporting & Workforce Management Specialist

Date: 13 Jul 2026

Employment Type: Contract

Description:

Job Description

TheAnalytics & Reporting Specialistis responsible for delivering actionable insights and performanceanalytics to drive operational excellence within theCelcomDigi Contact Centre Operations.This role focuseson data analysis, reporting, and performance tracking to improve customer experience, agent productivity, andcost efficiency across all customer interaction channels.

Responsibilities

• Performance Analytics & Insights
  - 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 optimization, and process efficiency.
• Reporting & Dashboard Management
  - 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.
• Data Governance & Quality
  - 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.
• Strategic Support & Continuous Improvement
  - Support Customer Experience transformation initiatives by providing analytical insights and tracking performance outcomes.
  - Participate in forecasting, capacity planning, and workforce optimization analysis.
  - Identify automation or digitalization opportunities to improve reporting efficiency.

Key Deliverables:

• Timely and accurate delivery of CCO performance reports and dashboards.
• Actionable insights to drive improvements in customer experience and operational performance.
• Continuous enhancement of analytics and reporting tools and processes.
• Support for CCO leadership decision-making through data storytelling and analysis.

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 visualization 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.

Next Steps

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.Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference.If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

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