Deskripsi Pekerjaan:
- Gather, process, and analyze large datasets from multiple sources, including call center systems, CRM, and operational tools.
- Identify performance trends, root causes of issues, and opportunities for improvement.
- Create detailed daily, weekly, and monthly reports for management and stakeholders.
- Develop and maintain dashboards and automated reporting tools to support real-time decision-making.
- Collaborate with the operations team to recommend strategies for improving agent performance and customer experience.
- Ensure data accuracy, integrity, and compliance with company policies and regulations.
Kriteria Pekerja:
- Mandarin language proficiency required
- Bachelor's degree in Statistics, Mathematics, Business, Information Systems, or a related field.
- Experience as a Data Analyst, preferably in a contact center or logistics environment.
- Strong analytical and problem-solving skills with attention to detail.
- Proficient in data analysis tools such as Excel, SQL, Google Data Studio, or BI platforms (e.g., Power BI, Tableau).
- Knowledge of contact center metrics, workflows, and operational processes in the logistics/expedition industry is a plus.
- Strong communication skills to present findings and recommendations to non-technical stakeholders.