Operations Data Analyst — Call Center & CX Insights

Precision Communication Technology Sdn.Bhd.

Kuala Lumpur

On-site

MYR 67,000 - 100,000

Full time

14 days+

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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.