Your role in the team
This role is tasked to develop and maintain analytics categories. Provide report/analysis of contact volumes and customer experience.
Be the one to make it happen!
If you're a team player who's passionate about analytic approach, ability to identify root cause, trends, and themes then you're exactly the one, we need. We've prepared exciting compensation package for you!
- Develop and establish analytics categories to organize and classify data effectively.
- Ensure thorough documentation of analytics categories, including definitions, criteria, and usage guidelines.
- Conduct regular tests and validation checks to ensure the accuracy and reliability of analytics categories.
Data Interpretation and Reports Generation
- Generate reports and provide feedback to management on contact trends, performance metrics, and areas of improvement.
- Analyze data to identify trends, patterns, and insights.
- Analyze advisors' incidents and provide actionable feedback to the operations team for coaching and improvement.
- Identify and report any system issues or anomalies affecting data accuracy or integrity.
Create Actionable Business Insights
- Translate complex data into visuals and presentations
- Develop comprehensive insight analysis and reports to support the direct manager and wider CI stakeholders in understanding business performance and opportunities for improvement.
You will need:
• To be an experienced user of Analytics toolkits as well as Microsoft products such as Office365 / Excel / PP / Word
• To be able to quickly upskill on the services being offered and the processes as well as proficiency in tools navigation
• Have an analytic approach and be detail orientated, able to identify root cause, trends, and themes
• Be an excellent communicator (English) across all levels with collaborative and inclusive approach
• Fluent English verbal and written communication skills
• Prime language – proficiency in language of the respective market is an advantage
• Excellent language skills in both their primary language and English language, multiple customer languages would be preferable
• Ability to multi-task and deliver on assigned tasks and responsibilities, able to manage your time in an efficient way
• To be flexible and adaptable to change in schedule shifting, tasking needs, etc.
• Thrive in a fast paced environment
• Be proactive
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