CC Ops Reporting & Workforce Management Specialist

CelcomDigi; Selangor; On-site; MYR 66,960 - 111,600; Part time

Job summary

CelcomDigi is seeking an Analytics & Reporting Specialist to deliver insights and performance analytics for the Contact Centre Operations. You will analyze data across voice, chat, email, and social channels to improve customer experience and agent productivity.

The role focuses on reporting, data governance, and workforce optimization, with dashboards, data storytelling, and collaboration with IT and business teams to drive cost efficiency.

Qualifications

• Bachelor’s degree in Statistics, Business Analytics, Computer Science, or related field.
• 3–5 years of analytics or reporting experience, preferably in a contact centre.
• Strong analytical and data visualization skills.

Responsibilities

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

Skills

Analytical thinking

Data storytelling

Problem solving

Communication

Education

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

Tools

Power BI

Tableau

Excel Advanced

SQL

Python/R

Job description

CC Ops Reporting & Workforce Management Specialist

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 Reporting & Workforce Management Specialist

Date:13 Jul 2026

Custom Field 2:14985

Employment Type:Contract

City:CelcomDigi Tower, Petaling Jay

Job Description TheAnalytics & 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.

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.

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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