Reporting Analyst

Brandt International Sdn Bhd - Plaza 33 Branch; Selangor; On-site; MYR 52,000 - 76,000; Full time

Job summary

Brandt International Sdn Bhd - Plaza 33 Branch – Petaling is seeking a Reporting Analyst to design, develop, and maintain operational reports and dashboards for call center operations. You will monitor KPIs and provide daily, weekly, and monthly reports to support data-driven decisions.

Responsibilities include validating data with stakeholders, refining reports for Operations, and collaborating with cross-functional teams to drive continuous improvement and data integrity across the reporting

Qualifications

• 1–3 years of experience in an analytical role, preferably within a BPO or Call Center environment.
• Advanced MS Excel with macros is mandatory.
• Proficiency in Power BI, Tableau, or similar BI tools.
• Database knowledge: basic to intermediate SQL for data extraction and manipulation.
• Familiarity with various CRM systems is a strong advantage.
• Strong communication skills to explain technical data to stakeholders.
• High attention to detail to ensure reporting integrity.
• Ability to work independently and in a team.

Responsibilities

• Understand & analyze Customer Experience/Contact Centre KPIs.
• Develop customized reports and refine existing reports for Operations.
• Validate data with stakeholders before implementing new reporting framework.
• Provide daily, weekly & monthly reports as per operation's and client’s requirements.
• Assist in operational insights development for continuous improvement of operations.
• Implement processes to maintain data integrity & accuracy across reporting.
• Identify & interpret trends based on operations performance reports.
• Collaborate with Project Stakeholders to enhance data-driven decisions.
• Identify gaps and impact in Operations performance & support improvements.
• Cross-support Real Time Analyst/WFM team as necessary.
• Handle any ad-hoc tasks assigned by supervisor.

Skills

Analytical mindset

Advanced Excel (macros)

SQL (basic–intermediate)

Power BI

Tableau

Communication skills

Teamwork

Education

Bachelor's degree in Statistics, Mathematics, Computer Science, Data Analytics, or Business Administration

Tools

Power BI

Tableau

MS SQL

Advanced Excel

Job description

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Brandt International Sdn Bhd - Plaza 33 Branch – Petaling

The Reporting Analyst is responsible for the design, development, and maintenance of operational reports and dashboards. You will monitor key performance indicators (KPIs) to identify trends, performance gaps, and opportunities for process improvement to enhance call center efficiency and customer experience.

Job Description:

• Able to understand & analyze Customer Experience/Contact Centre Key metrics.
• Develop customized report & refine existing report for Operations team.
• Validate data with stakeholders before implementing new reporting framework.
• Provide daily, weekly & monthly reports as per operation's and client’s requirements.
• Assist in operational insights development to provide opportunities for continuous improvement of our operations.
• Implement process to maintain data integrity & accuracy across entire reporting function.
• Identify & interpret trends based on operations performance report.
• Work closely with Project Stakeholders to enhance data driven decisions.
• Identify gaps and impact in Operations performance & support to drive improvements.
• Cross-Support Real Time Analyst/Work Force Management team, where necessary.
• Any other ad-hoc task assigned to you from your respective supervisor.

Requirement:

• Degree in Statistics, Mathematics, Computer Science, Data Analytics, or Business Administration.
• 1-3 years of experience in an analytical role, preferably within a BPO or Call Center environment.
• Advanced MS Excel knowledge such as macros and complex formula are mandatory.
• Proficiency in Power BI, Tableau, or similar BI tools.
• Database Management: Basic to intermediate SQL for data extraction and manipulation.
• Familiarity with various CRM systems is a strong advantage.
• Ability to identify patterns in large datasets and solve complex operational problems.
• Strong verbal and written skills to explain technical data to both technical & non-technical stakeholders.
• High level of attention to detail is essential for reporting integrity.
• Able to work independently as well as in a team.