Junior Data Analyst

Role : Junior Data Analyst

Job role:

• Responsible for the continual innovation and improvement of the contact centre services to achieve better customer satisfaction and to reduce manual resources at the centre.

• Well versed with prevailing contact centre technologies and business strategies to actively trial and adopt best practices into the Contact Centre.

• Must have data analytics knowledge.

• Able to perform call related data, trend and complaint analysis to identify areas of improvement in the call centre and call handling processes.

• Migration of calls to digital or self-help channels to reduce manual handling of calls

by CSOs but not compromising on customer experience.

• Work closely with the Trainer to refine the FAQs for better customer experience and ease of use and understanding by the CSOs.

• Work closely with the Trainer to improve the competency and service quality of the CSOs and recommend training needs of CSOs through data analysis.

• Provide recommendations to the Authority for any business transformation initiatives.

• Provide the reports and data analytics required.

• Possess a recognized Degree relevant in the service industry with at least 3 years of relevant experience in the contact centre industry including data/trend prediction & analysis, self-help migration.