CC Ops Reporting & Workforce Management Specialist

CelcomDigi; Petaling Jaya; On-site; MYR 70,000 - 110,000; Full time

Job summary

CelcomDigi in Malaysia seeks an Analytics & Reporting Specialist to deliver actionable insights and performance analytics across contact centre operations, aiming to boost customer experience, agent productivity, and cost efficiency.

You will analyze data from voice, chat, email and social channels, develop dashboards, ensure data quality, and support forecasting, capacity planning and automation opportunities for continuous improvement.

Qualifications

• Bachelor's degree in statistics, business analytics, CS or related field.
• 3–5 years of analytics or reporting experience.
• Strong analytical, problem-solving and data visualization skills.
• Proficiency in Power BI, Tableau, Excel (Advanced), SQL; Python/R advantageous.
• Familiarity with CRM systems, ACD platforms, and WFM tools.
• Experience in telecommunications or service industry preferred.

Responsibilities

• Analyze operational data from contact centre platforms to identify performance trends and root causes.
• Deliver insights on customer experience metrics to support improvements.
• Develop, automate, and maintain dashboards and reports for daily, weekly, monthly performance.
• Ensure accuracy and timeliness of reports and present trends to leadership.
• Collaborate with IT, Digital, and Data teams to enhance reporting capabilities.

Skills

Analytical thinking

Data visualization

Problem-solving

Education

Bachelor's Degree in Statistics or related field

Tools

Power BI

Tableau

Excel (Advanced)

SQL

Python/R

Job description

Job Description

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

• 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

• 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.

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