Cc Ops Analytics & Reporting Specialist

Overview

Analytics & Reporting Specialist is responsible for delivering actionable insights and performance analytics to drive operational excellence within the CelcomDigi Contact Centre Operations . This role focuses on data analysis, reporting, and performance tracking to improve customer experience, agent productivity, and cost efficiency across all customer interaction channels.

Responsibilities

• Performance Analytics & Insights: Analyze operational data from contact centre platforms (voice, chat, email, social, etc.) to identify performance trends, patterns, and root causes.
• Deliver insights on customer experience metrics (AHT, FCR, NPS, CSAT, SLA, abandonment rate, etc.) to support improvement initiatives.
• Support business decisions with data-driven recommendations for service improvement, resource optimization, and process efficiency.
• Reporting & Dashboard Management: Develop, automate, and maintain das...