Contact Center Analytics & Workforce Optimization

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

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.