1. Data Analysis & Reporting (50% Weight)
Collect, analyze, and report data from customer touchpoints (Chat, Email, Call) to identify emerging trends and service improvement opportunities.

Develop and maintain automated dashboards and comprehensive reports to facilitate data-driven decision-making for management.

2. Process Optimization & Technology Integration (30% Weight)
Research and propose innovative technological solutions to reduce manual workload and enhance overall productivity.

Streamline workflows to improve total operational efficiency across the Contact Center.

Coordinate with cross-functional departments to ensure consistency in customer approach and service quality.

Train and guide the Contact Center team on leveraging data insights to optimize daily performance.

3. Risk & Fraud Management (20% Weight)
Construct detailed reports on risk assessment and fraud analysis.

Support special projects by providing actionable insights and solutions to mitigate risks and fraud-related issues.

• Bachelor’s in Data Analytics, IT, Business, or related fields.
• 2+ years as a Business Analyst or Data Analyst, preferably in Contact Centers.
• Technical Skills: Proficient in SQL, Advanced Excel/Google Sheets. Knowledge of Make, Windmill, or Lark Base is a big plus.
• Mindset: Problem-solving, detail-oriented, and proactive in process improvement.
• Soft Skills: Strong communication; ability to translate complex data into actionable insights.

• Salary: Negotiation
• Physical Wellbeing Benefit: General Insurance, Medical check-up, Accident Insurance, Healthcare Insurance
• Emotional Wellbeing Benefit: Company Trip, Year End Party, Aha Hour Activities, Special Day Gifts, Aha Club (Badminton, Soccer)
• Financial Wellbeing Benefit: Grab/Be For Work (Tech/Lead Level), Workplace Relocation, 13th Month Salary,Performance Appraisal, Annual Leave Remain