Senior Reporting Analyst - Contact Centre Operations

Transcom · 📍 Canggu, Bali, Indonesia · Diposting 2026-10-09
FULL_TIME⭐ TERVERIFIKASI
IDR 12000000 - 18000000
Transcom is seeking a highly skilled Senior Reporting Analyst to join our Contact Centre Operations team in Canggu, Bali. In this role, you will be responsible for analyzing and reporting on customer service operations, providing actionable insights to improve performance and customer satisfaction. The ideal candidate will have a strong background in data analysis, excellent communication skills, and a passion for enhancing customer experiences.

📋 Tanggung Jawab Pekerjaan

Develop and maintain comprehensive reports and dashboards to track key performance indicators (KPIs) related to customer service operations.,Analyze customer feedback and operational data to identify trends, patterns, and areas for improvement.,Prepare regular reports for senior management, highlighting performance metrics and strategic recommendations.,Collaborate with the Contact Centre team to implement process improvements based on data insights.,Ensure data accuracy and integrity by verifying and validating data sources.,Provide ad-hoc analysis and support to various stakeholders within the organization.,Stay updated with industry best practices and emerging trends in customer service analytics.

🎓 Kualifikasi & Syarat

Bachelor's degree in Business, Economics, Statistics, or a related field.,3-5 years of experience in reporting and data analysis, preferably in a customer service or contact centre environment.,Proficient in data analysis tools such as Excel, SQL, or Tableau.,Strong knowledge of statistical methods and data visualization techniques.,Excellent communication and presentation skills, with the ability to convey complex data insights to non-technical stakeholders.,Ability to work independently and manage multiple projects simultaneously.,Familiarity with CRM systems and customer service metrics is a plus.,Fluency in English, both written and spoken.

🛠️ Keahlian

Data AnalysisReportingStatistical AnalysisData VisualizationCRM SystemsProcess ImprovementCommunicationProblem-Solving
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