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Customer Experience Business Analyst

Keywords / Skills : Excel, Power point

2 - 4 years
Posted: 2019-07-04

Job Description
Job Responsibilities:
  • Support CX data analysis requirements 
  • Collaborate with operations/support teams and utilize internally learning levers to share and develop knowledge
  • Identify, build and report on operational Key Performance Indicators 
  • Ingest all current reporting provisions and come up with smart ways to present them in a more end user friendly manner 
  • Maintain productivity tools for management and employees, such as KPI dashboards and so forth 
  • Identify techniques and work-flows to continuously improve our processes 
  • Undertake deep-dive analysis and provide recommendations
  • Masters or Bachelor's degree in a relevant field of study 
  • 3 year+ analyst experience within a competitive intelligence, business intelligence, or knowledge management unit 
  • Hands-on experience with one or more language(s) used for querying (e.g. SQL, SAS)
  • Advanced Excel skills including pivot tables, graphing and general advanced functions 
  • Excellent English & Mandarin written and verbal communication skills 
  • Must be a creative thinker
Specialized Skils:
  • Ability to tailor insights to present clearly to both technical and non-technical audiences 
  • Hands-on approach, getting things done fast and ability to work without continual guidance 
  • Enquiring mind with ability to recognise inefficiencies and challenge the status quo 
  • Attention to detail 
  • Superior reporting and editing skills 
  • Excellent presentation skills

Key Skill(s)

About Company

Teledirect provides customised telecommerce services and consulting in Asia.

Teledirect was founded in 1995 in Singapore and today operates in 5 key Asian markets i.e. Singapore, Hong Kong, Malaysia, Thailand and Indonesia.

We have a wealth of over 15 years of contact centre experience and expertise managing over 4,500 projects. We service customers worldwide in over 18 languages on behalf of our clients providing them with a total outsourced contact centre solution comprising of people, processes, facilities, technology and business know-how.
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