Data Analyst

Telecontinent; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a data analyst to enhance call center operations through insightful data analysis and reporting. This role involves gathering and interpreting data to improve performance metrics, collaborating with management for effective decision-making, and identifying opportunities for process improvements. The ideal candidate will possess strong analytical skills and proficiency in data visualization tools, particularly Power BI and Excel. Join a dynamic team where your contributions will drive operational excellence and support career growth opportunities in a supportive environment.

Benefits

Attendance Allowance

KPI Incentive

Medical and Hospitalization Benefits

Annual Salary Increment

Performance Bonus

EPF, SOCSO, and EIS Contributions Covered

Qualifications

• Experience in data analysis or reporting in call center or customer service.
• Strong analytical skills with attention to detail.

Responsibilities

• Gather and analyze data within call center operations.
• Prepare reports on key performance indicators and provide insights.

Skills

Data Analysis

Problem-Solving

Attention to Detail

Communication Skills

Proficiency in Microsoft Office Suite

Education

University Education or Diploma

Tools

Power BI

Excel

Job description

Job Responsibilities

1. Data Collection and Reporting:
   • Gather and analyze data within the call center operations.
   • Prepare and maintain regular reports on key performance indicators (KPIs) such as call volume, average handle time, service level, agent performance, and customer satisfaction metrics.
2. Data Analysis:
   • Analyze trends and patterns in call center data to provide insights and actionable recommendations for performance improvement.
   • Conduct root cause analysis to identify areas for optimization and efficiency.
3. Collaboration:
   • Work closely with management and operational teams to understand reporting needs and deliver insightful reports.
   • Support team leaders and other stakeholders by providing data-driven insights to enhance decision making.
4. Process Improvement:
   • Identify opportunities for enhancing data collection and reporting processes.
   • Assist in implementing best practices for data reporting and visualization.

Working Hours

• 9:00 AM – 6:00 PM, Monday to Friday
• Note: Working hours are subject to change based on business and operational requirements.
• External training will be provided, along with potential career progression opportunities.

Working Location

• Menara Tokio Marine Life, No. 189, Jalan Tun Razak, 50400 Kuala Lumpur. Near Ampang Park LRT and MRT stations (within 5-minute walking distance).

Job Requirements

• Previous experience in data analysis or reporting, ideally in a call center or customer service environment.
• University education or diploma, preferably in a related field.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Proficiency in data analysis and visualization tools.
• Excellent communication and presentation skills, with the ability to convey complex data clearly and concisely.
• Self-motivated and able to work independently as well as part of a team.
• Adaptable to changing business needs and priorities.
• Eager to learn and implement new reporting technologies and methodologies.
• Proficiency in Microsoft Office Suite, particularly Power BI and Excel.

Job Benefits

• Remuneration package: Basic: RM3,500 – RM4,000
• Attendance allowance: RM100
• KPI incentive: RM500
• Note: Basic salary will be determined based on the candidate's years of relevant experience, skill set, and performance during the interview process.
• Annual salary increment and performance bonus.
• Medical and hospitalization benefits.
• EPF, SOCSO, and EIS contributions covered.