Job Description :

• Define business analysis and reporting requirements to support contact center operations, marketing, and relevant business units.
• Design and prepare performance analysis report, dashboard, and presentation for cross-functional team and executive meetings.
• Conduct root cause analysis of key performance metrics with actionable recommendations for operations improvement or revenue generation.
• Interpret data and analyze results using data management tools or performance tracking system to support data-driven decision making.
• Understand and communicate customer insights and contact analytics in driving new business or solution initiatives.
• Collect and analyze best practices in contact center technology movement or trend.

Job Qualifications :

• Bachelor/Master’s degree in Business Administration, Statistics, MIS, Economics, Marketing or in any related fields, aged not over 35.
• Minimum of 3-5 years’ experience in Business Analysis.
• At least 2 years of extensive experience in data analytics using Power BI, MS Power platform, BI tools, MS Office, or SQL.
• Ability to communicate complex analysis in a clear, simple, and actionable manner.
• Good command in English.
• Experience in Telecom, Contact Center Operations or Digital Platforms is a plus.