Deploy and analyze requirements, activities, and design report templates/monitoring dashboards to optimize operation process;
Monitor performance and quality control plans to identify improvements;
Assist with monitoring real time telephone/chat/ email/ In App statistics through IPSCAPE (Call management system);
Ensure reports are completed within the specified requirements in the agreed SLAs and ensure the requestor understands any limitations;
Responsible for daily, weekly, monthly, quarterly and yearly reports of the whole project;
Explore and analyze datasets with tools like Excel;
Evaluate changes or tendency of data or statistic and advice the solution;
Recognize and adopt best practice in reporting and analyzing: data integrity, validation, documentation, dashboard;
Analyze and solve the problem at their roots and report the results as in chart;
Use statistics to generate clear and effective recommendations for action plans;
Arrange the rosters for 2 teams monthly, depending on the Regional forecasting of contact volume, Seasonal forecasting or Promotion forecasting;
Manage sick leave, annual leave, public holiday leave.
At least 2 years of experience in Business Planning, Business Operations, Business Analyst, Data Analyst or any other relevant roles;
Experience working with CRM systems, Excel, growth strategies, Business Intelligence (BI) is a plus;
Bachelor’s degree in Business Administration, Management, Marketing, ISM (Information System Management) or another relevant field;
Fluent at English communication;
Have a good knowledge and understand of analytical tools, data analysis principles;
Adept at report writing and presenting findings;
Have strong analytical skills, attention to detail and critical thinking;
Experience in building a dashboard for performance monitoring.
Ecommerce Data Analyst SQL BI CRM ERP