Key Responsibilities
- Solve problems proactively and provide timely resolutions to minimize impacts on customer and employee satisfaction.
- Design, document, and maintain system processes.
- Seek opportunities to improve monitoring, address issues, and deliver enhanced value to customers.
- Identify and communicate effective problem resolution strategies.
- Create and maintain management reports, including end-of-month, quarterly, and annual reports for various departments.
- Extract, create, and maintain strategic scorecards through database mining.
- Develop reports on process efficiency and capacity planning.
- Analyze data, review processes, and recommend improvements.
Key Requirements
Must Have:
- Bachelor's degree in Business Administration, Business Analysis, Information Technology, or a related field.
- 3 to 5 years of experience as a Business Analyst in a Contact Centre or a similar role.
- Strong analytical, problem-solving, and critical-thinking skills.
- Excellent communication and interpersonal abilities.
- Expertise in data analysis and continuous improvement methodologies, such as Lean/Six Sigma, and proficiency with statistical applications.
- Strong strategic vision and analytical skills.
Good to Have:
- Familiarity with call center or banking processes and products.
Essential Technical Skills:
- Data analysis
- Presentation skills
Perks & Benefits
- Nearby public transport
- Central location
Job Location
No. 13B, 2nd Floor, Jalan Kenari 7, Bandar Puchong Jaya, 47100 Selangor.
Click to view the location on Google maps
