Data Analyst Position for Contact Center Environment
1 day ago
Zenith Infotech (S) is a reputable tech recruitment firm with 27 years of experience in Singapore, specializing in ICT consultant placements. We provide our clients with expert support and guidance throughout the hiring process.
Job Title: Data AnalystWe are currently seeking a highly skilled Data Analyst with 3 years of experience to join our team. The ideal candidate should have a strong background in data analysis, preferably in a contact center environment.
Responsibilities:- Data Extraction and Analysis: Extract and clean data from various sources to generate daily, weekly, and monthly reports, providing valuable insights for operational improvements.
- SQL Query Writing: Develop efficient SQL queries to retrieve information quickly, ensuring accurate and timely data delivery.
- Ad-Hoc Data Requests: Fulfill client and management requests for data-related insights, demonstrating excellent communication and analytical skills.
- Collaboration and Automation: Work closely with developers to automate report generation, streamlining processes and enhancing productivity.
- Liaising with Clients: Effectively communicate with clients regarding data-related queries, providing clear and concise explanations.
- Contact Center Performance Metrics: Analyze key performance indicators, including call volume, response times, and customer satisfaction scores, identifying areas for improvement.
- Dashboards and Reports: Develop and maintain dashboards and reports to monitor key performance indicators, ensuring informed decision-making.
- Trend Identification: Identify trends and patterns in data, informing strategic decisions and operational enhancements.
- Collaboration and Insights: Work with management and other departments to develop actionable insights and recommendations, driving business growth.
- Process Improvement: Support the implementation of process improvements based on data findings, ensuring continuous learning and improvement.
- Data Integrity: Ensure the accuracy and integrity of data, maintaining high standards of quality.
- Education: Minimum Bachelor's degree in Business, Computer Science, Mathematics, Data Analytics, or a related field.
- Experience: At least 1-3 years of experience building reports using Excel, SQL, AWS QuickSight, or other business intelligence and data analytics tools.
- Skills: Proficiency in data analysis tools (e.g., Excel, SQL, Python) and data visualization software (e.g., Tableau, Power BI).
- Proven Experience: Proven experience in data analysis, preferably in a contact center environment, with a strong focus on delivering results.
- Communication and Presentation: Strong communication and presentation skills, with the ability to effectively convey complex data insights to stakeholders.
- Independence and Time Management: Proactive and able to work independently with minimal supervision, while managing time efficiently and meeting deadlines.
- Critical Thinking and Accuracy: Excellent critical thinking and problem-solving skills, with a strong focus on accuracy and attention to detail.
- Familiarity with Statistical Analysis: Familiarity with statistical analysis and modeling, with the ability to apply concepts to real-world scenarios.
The estimated salary range for this position is $60,000 - $80,000 per annum, depending on experience and qualifications.
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