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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in data analysis, reporting, and variance analysis to provide actionable business insights. Proficient in utilizing reporting software and visualization tools to optimize processes and support decision-making in a contact center environment.
Highest-signal resume keywords
Data AnalysisReport DevelopmentTableauPower BIContact Centre Operations
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Metrics ReportingVariance AnalysisKPI AnalysisMarket AnalysisData ImportingSpreadsheet ProficiencyDashboard CreationFile AutomationFlow Chart DevelopmentStatistical Data Analysis
Soft Skills
Excellent Communication SkillsAdaptabilityPrioritizationFlexibilityTime Management
Certifications & Qualifications
Bachelor's DegreeAdvanced DiplomaPost Graduate DiplomaProfessional Degree
Industry Keywords
Contact CentreQuality Management SystemProductivity GoalsProfitability GoalsBusiness Insight
Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- Provide business insight through metrics, reporting, and variance analysis from in-depth analysis.
- Prepare, develop, and analyze daily, weekly, and monthly reports and presentations on KPIs and other statistical data for inbound/customer service call center programs.
- Perform market analysis to support business decision-making.
- Run and analyze reports and recommend staffing-level adjustments to meet productivity and profitability goals.
- Review and analyze the effectiveness and efficiency of existing systems and develop improvement or leveraging strategies.
- Analyze and present relevant data through dashboards or file automation to support timely decisions, uncover insights, recommend actions, and optimize processes.
- Perform other duties assigned by management within the employment category and support the effective implementation, maintenance, and continual improvement of TDCX’s Quality Management System.
Requirements
What you’ll need- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
- Preferable with 2 years of working experience in the related field is required for this position.
- Extensive practical knowledge in importing data for use in report software, spreadsheets, Tableau, Power BI, pivots and formulas, graphs, and flow charts.
- Proven experience in overseeing the design, development, and implementation of contact centre operation.
- Ability to prioritize and complete all tasks when ad-hoc assignments are given in short period of time.
- Flexible and adaptable to various business models and projects.
- Excellent verbal and written communication skills in English and the language of supporting market.
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
- Opportunity to join a global company and winner of hundreds of industry awards