Part-timers & Freelancers are Welcome to apply this Full time position
Understand and consolidate business data needs in order to translate them into solutions around data visualization and interpretation Design
and develop dashboards, reports and presentations using Tableau to meet business and operational requirements
Acquire, audit and clean data to develop the necessary dashboards and reports
Develop, implement and maintain databases and data collection systems
Train end-users of reports and dashboards to maximize the adoption of such solutions for business needs
Create reports and advise business units and management on possible improvements
Develop a data analytics roadmap for the company and drive the adoption of data analytics within the business for better decisions
Analyse trends and make recommendations in relation to inbound volume, shrinkage, attendance, attrition and Customer
Satisfaction survey results.
Assist various stakeholders by creating customized reports/dashboards templates for various contact centre functions. (WFM, KPIs, SLA and etc.) Support
contact centre operations by providing in-depth data analysis and perform root cause analysis to identify operational challenges/propose potential process fixes.
Provide quantitative reports/presentations and support the operations leadership team to communicate findings to different stakeholders during ad-hoc, daily, weekly, monthly, quarterly meetings.