Insight-Driven Contact Centre Data Analyst
4 days ago
We are seeking a highly skilled Insight-Driven Contact Centre Data Analyst to join our team at AIA Singapore Private Limited. In this role, you will play a crucial part in helping us bridge the gap between data and customer engagement.
The ideal candidate will have a proven track record of integrating insights from all touchpoints interactions to develop strategies and recommendations for process improvement and business performance enhancement.
You will be responsible for:
- Analysis of servicing touchpoints interactions and service requests from various source systems to identify trends, patterns, meaningful insights, and findings that would help improve performance.
- Using data analysis to accurately forecast volume and identify resource requirement, optimizing workforce management strategies.
- Employing data storytelling to weave business performance narratives and working with key business owners to identify opportunities or close gaps.
- Validating data points in the data warehouse to ensure data integrity.
- Developing, automating, and streamlining management reporting to monitor key business metrics.
- Handling ad hoc requests, discerning trends, and business needs, and recommending sustainable solutions.
- Providing guidance to junior staff.
To succeed in this role, you will need to possess the following skills and qualifications:
- A University Degree with at least 8 years of experience in FI or insurance industry, managing in-house/outsourced contact centre is preferred.
- Determined, resourceful, and results-oriented individual with a proven track record in driving and achieving results.
- Strong Excel and PowerPoint skills with the ability to communicate strong business story-telling skills.
- Analytical skills; able to collect, organize, analyze, and interpret large datasets.
- Interpersonal skills: Energetic and enthusiastic, able to engage and collaborate with all stakeholders/employees in the company.
- Enjoys working in a dynamic and fast-paced environment.
In return for your expertise, we offer a competitive salary range of SGD $80,000 - SGD $110,000 per annum, depending on experience. If you're looking for a challenging role that will enable you to make a significant impact, please apply today
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