Customer Care Analytics & Reporting Specialist

CelcomDigi; Selangor; On-site; MYR 80,000 - 100,000; Full time

Job summary

A leading telecommunications company in Malaysia is seeking a Cc Ops Analytics & Reporting Specialist to deliver actionable insights and performance analytics. This role requires analyzing operational data, developing dashboards, and supporting customer experience improvement initiatives. Candidates should possess a Bachelor's Degree in Statistics or a related field and have 3–5 years of experience in analytics or reporting. Strong analytical skills and proficiency in tools like Power BI and Excel are essential.

Qualifications

• 3–5 years experience in analytics or reporting in a contact centre or customer operations environment.
• Strong analytical, problem-solving, and data visualisation skills.
• Familiarity with CRM systems and ACD platforms.

Responsibilities

• Analyze operational data from contact centre platforms to identify performance trends.
• Deliver insights on customer experience metrics to support improvement initiatives.
• Develop, automate, and maintain dashboards and reports for operational performance.

Skills

Analytical Thinking & Problem Solving

Data Visualisation & Reporting

Customer-focused

Proactive

Communication

Education

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

Tools

Power BI

Tableau

Excel (advanced)

SQL

Python/R

Job description

A leading telecommunications company in Malaysia is seeking a Cc Ops Analytics & Reporting Specialist to deliver actionable insights and performance analytics. This role requires analyzing operational data, developing dashboards, and supporting customer experience improvement initiatives. Candidates should possess a Bachelor's Degree in Statistics or a related field and have 3–5 years of experience in analytics or reporting. Strong analytical skills and proficiency in tools like Power BI and Excel are essential.