Data Analysis

Precision Communication Technology Sdn.Bhd.; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Precision Communication Technology Sdn Bhd is seeking a data-and-operations focused professional to monitor daily customer service and call centre workflows in Kuala Lumpur. You will analyze data to identify trends, prepare dashboards, and report performance to management.

Fluency in English and Mandarin, plus strong Excel skills, are essential as you collaborate with Operations, QA and Training to drive improvements.

Qualifications

• Bachelor's/Diploma in business/admin or related field.
• 2–4 years in operations, customer service, or call centre/BPO.
• Strong data analysis and problem-solving skills.
• Proficient Excel skills including Pivot Tables and lookup functions.
• Fluent in English and Mandarin; able to communicate cross-functionally.

Responsibilities

• Monitor daily customer service and call centre operations to ensure smooth workflow.
• Track KPIs such as productivity, service level, response time, attendance and CSAT.
• Prepare regular operational reports for management.
• Identify performance gaps and raise issues with timely recommendations.
• Analyze data to identify trends and improvement opportunities.
• Develop dashboards and performance summaries for management review.
• Coordinate with teams to implement process improvements and SOP updates.
• Support management with data-driven decision making.

Skills

Data analysis

Problem-solving

Excel (Pivot Tables / VLOOKUP)

Customer service operations

Communication

Interpersonal skills

Mandarin

English

Power BI

Education

Bachelor's Degree or Diploma in Business Administration, Operations Management, Data Analytics, Statistics, Management or related fields

Tools

Power BI

Job description

Monitor daily customer service and call centre operations to ensure smooth and efficient workflow.

Track key operational KPIs, including productivity, service level, response time, attendance, customer satisfaction and other relevant performance indicators.

Prepare daily, weekly and monthly operational reports for management.

Identify performance gaps and highlight areas requiring immediate attention.

2. Data Analysis & Reporting

Analyze operational and customer service data to identify trends, problems and improvement opportunities.

Use Excel and other reporting tools to organize, analyze and present operational data.

Develop reports, dashboards and performance summaries for management review.

Investigate the root causes of operational issues based on available data.

Provide actionable recommendations to improve team and operational performance.

3. Process Improvement

Identify inefficiencies in existing customer service and call centre processes.

Work with Operations, QA, Training and other relevant teams to implement process improvements.

Monitor the effectiveness of improvement initiatives and follow up on results.

Assist in developing and improving SOPs, workflows and operational procedures.

4. Operational Coordination

Coordinate with Team Leaders, Supervisors and other departments to ensure operational tasks are completed on time.

Follow up on outstanding operational issues and ensure proper resolution.

Support management in implementing new processes, projects and operational initiatives.

Proactively identify potential operational risks and elevate issues when necessary.

5. Customer Service Operations

Understand customer service and call centre workflows, including inbound/outbound operations, case management, escalation handling and service-level requirements.

Monitor customer service performance and identify areas affecting customer experience.

Work closely with the customer service team to improve productivity, service quality and customer satisfaction.

6. Management Support

Prepare operational presentations and reports for management meetings.

Provide data and analysis to support management decision-making.

Assist in special projects, business improvement initiatives and other operational assignments.

Perform other duties and responsibilities assigned by management.

Requirements

Bachelor's Degree or Diploma in Business Administration, Operations Management, Data Analytics, Statistics, Management or related fields.

2–4 years of experience in operations, customer service, call centre, BPO or a related environment.

Strong data analysis and problem-solving skills.

Good knowledge of Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, formulas and data reporting.

Strong understanding of customer service and call centre operations.

Good analytical skills with the ability to identify problems and recommend practical solutions.

Strong follow-up skills with a proactive and results-oriented mindset.

Good communication and interpersonal skills.

Fluent in English and Mandarin, both written and spoken."We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."

Able to work independently while also collaborating effectively with different departments.

Able to work in a fast-paced and target-driven environment.

Preferred Qualifications

Experience in a BPO, contact centre or customer service environment.

Experience handling operational KPI reporting.

Experience with workforce/productivity/performance analysis.

Experience in process improvement or operational excellence.

Knowledge of customer service KPIs such as AHT, SLA, CSAT, FCR, Service Level, Occupancy and Productivity.

Experience using Power BI or other data visualization/reporting tools will be an advantage.

Precision Communication Technology Sdn Bhd, a subsidiary of Beijing Precision Communication Technology Co., Ltd. headquartered in Hebei, China, was established in 2018 with a registered capital of RMB 10 million.

As a professional BPO company, our core management comes from top call centers and financial institutions, bringing extensive industry expertise. We handle non-performing asset disposal for major domestic financial firms.

With a strong product line and excellent service, we’ve achieved success in call center markets, serving clients like Xiaomi, Ninebot, and Niu.

Precision Communication Technology Sdn Bhd, a subsidiary of Beijing Precision Communication Technology Co., Ltd. headquartered in Hebei, China, was established in 2018 with a registered capital of RMB 10 million.

As a professional BPO company, our core management comes from top call centers and financial institutions, bringing extensive industry expertise. We handle non-performing asset disposal for major domestic financial firms.

With a strong product line and excellent service, we’ve achieved success in call center markets, serving clients like Xiaomi, Ninebot, and Niu.