CC Ops Reporting & Workforce Management Specialist

The Analytics & Reporting Specialist is responsible for delivering actionable insights and performance analytics to drive operational excellence within the CelcomDigi Contact Centre Operations. This role focuses on data analysis, reporting, and performance tracking to improve customer experience, agent productivity, and cost efficiency across all customer interaction channels.

1. Performance Analytics & Insights
   - Analyze operational data from contact centre platforms (voice, chat, email, social, etc.) to identify performance trends, patterns, and root causes.
   - Deliver insights on customer experience metrics (AHT, FCR, NPS, CSAT, SLA, abandonment rate, etc.) to support improvement initiatives.
   - Support business decisions with data-driven recommendations for service improvement, resource optimization, and process efficiency.
2. Reporting & Dashboard Management
   - Develop, automate, and maintain dashboards and reports for daily, weekly, and monthly operational performance.
   - Ensure accuracy and timeliness of all CCO performance reports shared with management and stakeholders.
   - Present key metrics and trends to CCO leadership and cross-functional teams.
3. Data Governance & Quality
   - Ensure consistency, accuracy, and integrity of data across systems and reports.
   - Collaborate with IT, Digital, and Data teams to enhance reporting capabilities and data integration.
4. Strategic Support & Continuous Improvement
   - Support Customer Experience transformation initiatives by providing analytical insights and tracking performance outcomes.
   - Participate in forecasting, capacity planning, and workforce optimization analysis.
   - Identify automation or digitalization opportunities to improve reporting efficiency.

Key Deliverables:
- Timely and accurate delivery of CCO performance reports and dashboards.
- Actionable insights to drive improvements in customer experience and operational performance.
- Continuous enhancement of analytics and reporting tools and processes.
- Support for CCO leadership decision-making through data storytelling and analysis.

Qualifications & Experience:

• Bachelor’s Degree in Statistics, Business Analytics, Computer Science, or related field.
• 3–5 years of experience in analytics or reporting, preferably within a contact centre or customer operations environment.
• Strong analytical, problem-solving, and data visualization skills.
• Proficiency in tools such as Power BI, Tableau, Excel (Advanced), SQL, Python/R (advantageous).
• Familiarity with CRM systems, ACD platforms (Avaya, Genesys, etc.), and workforce management tools.
• Experience in telecommunications or service industry preferred.