Responsibilities:
- Data collection and Analysis: Analysing data from various sources to identify trends, patterns, insights and findings to help improve business decision on product refinement, improvement of benefits & features
- Use data analysis to accurately forecast volume and identify resource requirement, optimizing workforce management strategies.
- Work with key business owners & stakeholders to identify any business opportunities or issues that require insights and the data requirement that would help in their daily work decisions.
- Validate the data points in the data warehouse in ensuring data integrity
- Perform data cleansing and pre-processing to facilitate meaningful analysis.
- Build and maintain reports
- Investigate and troubleshoot, where necessary the issues arising from dashboard operations.
- Automate and streamline the extraction of management reporting.
- Provide guidance to junior staff
Requirements:
- Bachelor’s Degree in quantitative field such as Statistics, Data Analytics, Business Analytics, Computer Science or other relevant / equivalent field
- At least 8 years relevant work experience in data analysis or a related field, preferably in a Contact Centre environment
