Operations Analytics Lead, Malaysia – CX Excellence

YouTrip; Petaling Jaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

YouTrip in Malaysia is seeking an Operations Executive to drive operational excellence, enhance customer experience and support 24/7 service operations. You will work with the Customer Service Manager to leverage data, insights and performance analytics to identify opportunities and implement cross-functional initiatives.

You will oversee reporting, QA, training, knowledge management and workforce performance, collaborating with Product, Finance, Legal and Compliance teams to ensure SLA

Qualifications

• 4-7 years in customer service, contact centre ops or CX.
• Experience in operational data analysis and turning data into insights.
• Hands-on QA programme design and calibration experience.
• Experience delivering onboarding/training for frontline teams.

Responsibilities

• Analyze customer behaviour and operational performance using tickets, calls, CSAT and FX data.
• Develop daily/weekly/monthly reports and dashboards to monitor KPIs, SLAs and quality.
• Own QA programs across calls and emails and drive improvements.
• Design and deliver onboarding and refresher training for agents and team leads.
• Monitor staffing, intraday performance and escalate complex customer issues.

Skills

Data analytics

Reporting & dashboards

QA programmes

Training design

COPC familiarity

Workforce planning

Tools

BI tools

Ticketing system

Knowledge base systems

Job description

YouTrip in Malaysia is seeking an Operations Executive to drive operational excellence, enhance customer experience and support 24/7 service operations. You will work with the Customer Service Manager to leverage data, insights and performance analytics to identify opportunities and implement cross-functional initiatives.

You will oversee reporting, QA, training, knowledge management and workforce performance, collaborating with Product, Finance, Legal and Compliance teams to ensure SLA