Data Analysis
Precision Communication Technology
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Job summary
Precision Communication Technology is seeking an Operations Analyst to monitor daily customer service and call centre activities, ensuring smooth workflows and timely reporting. You will track KPIs, analyze trends, and develop dashboards to drive improvements across teams in a fast-paced environment.
The role requires 2–4 years of experience in operations or BPO, strong Excel skills, and fluency in English and Mandarin.
Qualifications
- 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 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.
- Able to work independently while also collaborating effectively with different departments.
- Able to work in a fast-paced and target-driven environment.
Responsibilities
- 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.
- 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.
- 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.
- 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 escalation issues when necessary.
- 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.
- 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.
Skills
Education
Tools
Job description
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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.
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.
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.
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 escalation issues when necessary.
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.
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.
- 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.
- 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.
- 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.
- 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 escalation issues when necessary.
- 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.
- 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.
- 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.
- 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.
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