Role Description
This is an on-site contract role for a Data Reporting Analyst, located in Yogyakarta. The Data Reporting Analyst will be responsible for gathering, analyzing all reports related to the operational performance of the Contact Center. Day-to-day tasks include creating reports, managing data systems, and transforming raw data from Contact Center systems, CRM, and ticketing systems into actionable insights to improve service efficiency, quality of customer interaction, and reduce the complaint rate.
Qualifications (Mandatory):
- Minimum Bachelor's degree (S1) in Informatics Engineering, Information Systems, Statistics, Mathematics, or a related field.
- Proficiency in Data Analytics, Data Analysis, and Data Management
- Strong Analytical Skills to interpret complex data sets effectively
- Proficiency with relevant tools and software (e.g., SQL, Excel, or data visualization platforms)
Preferred Qualifications (Advantageous):
- Deep understanding of Contact Center operational KPIs and metrics (SL, AHT, FCR, Occupancy, etc.).
- Familiarity with
data warehousing concepts
and ETL/ELT processes. - Ability to work with large volumes of data (
Big Data
) and collaborate effectively with diverse stakeholders (Operations, IT, and Management). - Bachelor's degree in Data Science, Statistics, Information Systems, or a related field is beneficial