Reporting Analyst

Analyze call center performance metrics, including but not limited to, average handle time, first call resolution, and customer satisfaction scores.- Identify trends and patterns in call center data to improve operational efficiency and customer service.- Work closely with call center managers and supervisors to develop strategies for improving call center performance.- Conduct root cause analysis to identify the underlying issues contributing to call center inefficiencies.- Collaborate with cross-functional teams to implement process improvements and best practices.- Prepare and present reports to senior management outlining key findings and recommendations.- Provide ongoing support and training to call center staff to ensure successful implementation of new processes and procedures.**Requirements**:- Bachelor's degree in Business Administration, Management, or a related field.- 3+ years of experience in call center operations and management.- Strong analytical and problem-solving skills.- Excellent communication and presentation skills with a proactive approach to engaging stakeholders effectively.- Proven ability to work effectively in a fast-paced environment and manage multiple projects simultaneously while demonstrating a willingness to go the extra mile.- Exceptional capacity for learning and adapting to new technologies and processes.- Experience in project management is a plus.- Knowledge of call center technologies and best practices.Pay: RM4,000.00 - RM5,000.00 per month**Benefits**:- Maternity leave- Opportunities for promotion- Professional developmentSchedule:- Monday to Friday