Data Analysis

Key Responsibilities

1. Operations Performance Monitoring

• Monitor daily customer service and call centre operations to ensure smooth and efficient workflow.
• Track key operational KPIs, including productivity, service level, response time, attendance, customer satisfaction and other relevant performance indicators.
• Prepare daily, weekly and monthly operational reports for management.
• Identify performance gaps and highlight areas requiring immediate attention.

2. Data Analysis & Reporting

• Analyze operational and customer service data to identify trends, problems and improvement opportunities.
• Use Excel and other reporting tools to organize, analyze and present operational data.
• Develop reports, dashboards and performance summaries for management review.
• Investigate the root causes of operational issues based on available data.
• Provide actionable recommendations to improve team and operational performance.

3. Process Improvement

• Identify inefficiencies in existing customer service and call centre processes.
• Work with Operations, QA, Training and other relevant teams to implement process improvements.
• Monitor the effectiveness of improvement initiatives and follow up on results.
• Assist in developing and improving SOPs, workflows and operational procedures.

4. Operational Coordination

• Coordinate with Team Leaders, Supervisors and other departments to ensure operational tasks are completed on time.
• Follow up on outstanding operational issues and ensure proper resolution.
• Support management in implementing new processes, projects and operational initiatives.
• Proactively identify potential operational risks and escalate issues when necessary.

5. Customer Service Operations

• Understand customer service and call centre workflows, including inbound/outbound operations, case management, escalation handling and service-level requirements.
• Monitor customer service performance and identify areas affecting customer experience.
• Work closely with the customer service team to improve productivity, service quality and customer satisfaction.

6. Management Support

• Prepare operational presentations and reports for management meetings.
• Provide data and analysis to support management decision-making.
• Assist in special projects, business improvement initiatives and other operational assignments.
• Perform other duties and responsibilities assigned by management.

Requirements

• Bachelor's Degree or Diploma in Business Administration, Operations Management, Data Analytics, Statistics, Management or related fields.
• 2–4 years of experience in operations, customer service, call centre, BPO or a related environment.
• Strong data analysis and problem-solving skills.
• Good knowledge of Microsoft Excel, including Pivot Tables, VLOOKUP/XLOOKUP, formulas and data reporting.
• Strong understanding of customer service and call centre operations.
• Good analytical skills with the ability to identify problems and recommend practical solutions.
• Strong follow-up skills with a proactive and results-oriented mindset.
• Good communication and interpersonal skills.
• Fluent in English and Mandarin, both written and spoken."We are looking for Mandarin-speaking candidates who will be serving Mandarin-speaking customers."
• Able to work independently while also collaborating effectively with different departments.
• Able to work in a fast-paced and target-driven environment.

Preferred Qualifications

• Experience in a BPO, contact centre or customer service environment.
• Experience handling operational KPI reporting.
• Experience with workforce/productivity/performance analysis.
• Experience in process improvement or operational excellence.
• Knowledge of customer service KPIs such as AHT, SLA, CSAT, FCR, Service Level, Occupancy and Productivity.
• Experience using Power BI or other data visualization/reporting tools will be an advantage.