Executive, Analytics

3 days ago


Clementi, Singapore Singapore University of Social Sciences Full time

**Student Services**:
This position is part of the Student Services (SS) department within Office of Student and Alumni Relations (OSAR) serving as the first point of contact for students and alumni and enhancing the overall student services of the University. SS manages the SS hotline, counter and written correspondences to foster a student centric service environment.

**Responsibilities**:
Analytics (50%)
- Compile and analyze data from operations.
- Disseminate actionable data-driven insights to relevant offices for process improvements and to streamline SS operations.
- Work closely with different teams and stakeholders to identify data capture opportunities, bridge data gaps, source issues, and data inaccuracies.
- Define data requirements for ops enhancement projects (e.g., IVR, Chatbot enhancement) and mine data to support self-help initiatives.

Operation (30%)
- Update and record student interactions in CRM.
- Collaborate with internal stakeholders (schools and other admin departments) to assess/investigate complex cases, appeals or exceptional request from students and provide a satisfactory resolution within a stipulated/reasonable timeline.

Admin (20%)
- Support University events and activities, including SUSS Convocation, SUSS Scholarship Ceremony
- Any other ah-hoc events and activities as required.

**Job Requirements**:

- Bachelor’s degree
- At least 2 years of relevant working experience, preferably specialising in data analytics for contact centre.
- Prior experience in call centre operations will be an added advantage.
- Outstanding interpersonal and communication skills with cultural sensitivity towards students of different cultural and educational backgrounds.
- Resourceful, analytical, meticulous, and excellent organisational skills.
- Team player with strong ability to multitask and deliver quality output in a timely manner.
- Good administrative skills with the ability to manage and work independently.
- Proficiency in data analytics software (e.g., dashboard) will be an advantage.
- Be able to work extended hours during peak periods and University events.



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