Contact Center Analytics & Workforce Optimisation Lead

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

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.