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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 performance metrics to drive business insights and optimize call center operations. Proficient in utilizing reporting software and visualization tools to enhance decision-making processes.
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
Variance AnalysisKey Performance IndicatorsMarket AnalysisData ImportingSpreadsheetsPivots and FormulasGraphsFlow Charts
Soft Skills
Excellent Communication SkillsAdaptabilityPrioritization
Certifications & Qualifications
Bachelor's DegreeAdvanced Diploma
Industry Keywords
Call CenterCustomer ServiceQuality Management System
Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- Provide business insight through metrics, reporting, and variance analysis coming from in-depth analysis.
- Prepare, develop, and analyze daily, weekly, and monthly reports and presentations on Key Performance Indicators and other key statistical data in call center inbound/customer service programs.
- Perform market analysis to support business decision making.
- Run and analyze reports and make recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
- Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.
- Analyze and present relevant data in easy-to-understand formats, dashboards, or file automation to aid timely decision making, provide insightful discoveries and recommendations, and optimize processes.
- Undertake other duties assigned by management within the category of employment and for 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
- Join a global company, winner of hundreds of industry awards