Business Analyst (Contact Center)

Data Analysis & Reporting (50% Weight)

Collect, analyze, and report data from customer touchpoints (Chat, Email, Call) to identify emerging trends and service improvement opportunities.
Develop and maintain automated dashboards and comprehensive reports to facilitate data- driven decision- making for management.

Process Optimization & Technology Integration (30% Weight)

Coordinate with cross- functional departments to ensure consistency in customer approach and service quality.
Research and propose innovative technological solutions to reduce manual workload and enhance overall productivity.
Streamline workflows to improve total operational efficiency across the Contact Center.
Train and guide the Contact Center team on leveraging data insights to optimize daily performance.

Risk & Fraud Management (20% Weight)

Support special projects by providing actionable insights and solutions to mitigate risks and fraud- related issues.
Construct detailed reports on risk assessment and fraud analysis.

Soft Skills: Strong communication; ability to translate complex data into actionable insights.
2+ years as a Business Analyst or Data Analyst, preferably in Contact Centers.
Technical Skills: Proficient in SQL, Advanced Excel/Google Sheets. Knowledge of Make, Windmill, or Lark Base is a big plus.
Bachelor’s in Data Analytics, IT, Business, or related fields.
Mindset: Problem- solving, detail- oriented, and proactive in process improvement.

Salary: Negotiation
Physical Wellbeing Benefit: General Insurance, Medical check- up, Accident Insurance, Healthcare Insurance
Emotional Wellbeing Benefit: Company Trip, Year End Party, Aha Hour Activities, Special Day Gifts, Aha Club (Badminton, Soccer)
Financial Wellbeing Benefit: Grab/Be For Work (Tech/Lead Level), Workplace Relocation, 13th Month Salary,Performance Appraisal, Annual Leave Remain

Cập nhật gần nhất lúc: 2026-03-09 00:45:02