Responsibilities
- Min D3 any discipline
- Experienced in contact center min 1 year as Data Analyst and Reporting
- Proficient in Microsoft Office tools and Google workspace
- Familiar with Looker Studio
- Create and manage reports, dashboard and visualizations to present data insight to stakeholders
- Provide actionable recommendations based on data analysis, Identify patterns and trends to improve customer experience
- Willing to work under pressure
- Can join immediately
- Work location in Tebet, South Jakarta
Key Duties & Responsibilities
- Collect daily, weekly, and monthly data from contact center CRM
- Ensure data integrity, completeness, and consistency.
- Transform raw data into clear, understandable reports.
- Conduct trend analysis, agent performance evaluation, SLA, and key KPIs
- Provide data-driven insights to improve efficiency and operational quality.
- Create dashboards, routine reports, and ad-hoc reports for management.
- Present reports in visual formats (charts, tables, BI dashboards, etc).
- Provide data-driven recommendations to the Operations, QA, and Management teams.
- Monitor daily contact center performance and issue alerts when KPIs deviate from targets.
- Support Operations Manager & Supervisors in fast decision-making.
- Coordinate with IT, QA, Learning & Development, and Operations Managers for data and reporting needs.
- Support process improvement projects using data (e.g., Lean Six Sigma, automation, etc.).