Assist in conducting analysis in the Call Centre for the purpose of developing processes for increased efficiency, effectiveness, and control of Customer Care to meet customer needs and maintain quality call centre performance.
Qualifications:
strong background in statistical analysis.
Effective interpersonal skills, ability to operate at all levels of the organisation, and multitasking.
Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
Very familiar with MS Office such as Visio, Excel, and Project Management.
University graduate in business/statistics or a related discipline, from a recognised tertiary university.
Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.
Expertise in using histograms, pareto charts, Ishikawa diagrams, control charts to represent statistical analysis of information.
Expertise in calculating probability distribution and other related attributes like mean/median, variance , standard deviation on data sets
Strong analytical and process management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
Ability to develop requirements specifications according to standard templates, using natural language
Project tracking/management is deemed to be a pre-requisite.
Qualifications and Requirements::
Review the Call Centre MIS reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs. This key activity focuses on solving customer needs and ultimately helps drive growth.
Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis and present them graphically. These reports are for high management to give them insight into our business performance.
Work as part of a project team and conduct analysis as required at various stages of the project lifecycle (client needs, process definition, operational modelling and analysis, s/w selection and procurement, process and system implementation, and acceptance testing). This would ensure that the various requirements are clearly documented, analysed and the resultant implementation of processes and platforms are streamlined. This would include but not limited to proactively communication and collaboration with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: (Functional requirements Business Requirements Document), Use Cases, GUI, Screen and Interface designs) .This would enhance the process of change management, thereby reducing the impact to the end user/business and hence our customer’s.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Generating reports for different levels of management. Each of these reports is used as a key measurement for the success and performance of their areas/teams which directly and indirectly affects Business and customer service.
Suggest solutions to Business issues. By analysing reports data and understanding business, solutions can be suggested to solve Business issues and ultimately improve customer service.
Drive and challenge business units on their assumptions of how they will successfully execute their plans.
Conduct on going and regular review and refinement of existing processes and procedures within the Call Centre to achieve more efficient results. It is important to align business processes with business needs to achieve higher customer satisfaction.
Communicate with team members, conduct acceptance testing, gathering of specifications and prioritisation. Each of these tasks is considered an important key project success factor.
Collect functional requirements from different stakeholders that should be aligned with current processes.
Writing different types of documents such as requirements gathering and Minutes of Meeting
Assess business readiness; compile rollout checklists, training set up and interdepartmental co-ordination.
Review and amend the Call Centre administration policies and procedures, as directed, and ensure they are adhered to. This helps the employees understand their roles and responsibilities.
Communicate and coordinate with different divisions and department as required
Monitor process performance and compare it with key performance indicators as well as identify and report exceptions; suggest possible solutions in handling these exceptions so as to drive operational consistency
Ad hoc tasks and activities as requested.
Successfully engage in multiple initiatives simultaneously
Work independently with users to define concepts and under direction of project managers .
Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Other duties as directed by supervisor or other superiors.
Apply Online
Qualifications:
strong background in statistical analysis.
Effective interpersonal skills, ability to operate at all levels of the organisation, and multitasking.
Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
Very familiar with MS Office such as Visio, Excel, and Project Management.
University graduate in business/statistics or a related discipline, from a recognised tertiary university.
Demonstrated competencies in analysis methodologies and experience of CASE based tools would be an advantage.
Expertise in using histograms, pareto charts, Ishikawa diagrams, control charts to represent statistical analysis of information.
Expertise in calculating probability distribution and other related attributes like mean/median, variance , standard deviation on data sets
Strong analytical and process management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
Ability to develop requirements specifications according to standard templates, using natural language
Project tracking/management is deemed to be a pre-requisite.
Qualifications and Requirements::
Review the Call Centre MIS reports and determine conclusions and recommendation for cause and effect relating to improvement of KPIs. This key activity focuses on solving customer needs and ultimately helps drive growth.
Produce comprehensive reports detailing the result of all analysis conducted on a monthly/ quarterly basis and present them graphically. These reports are for high management to give them insight into our business performance.
Work as part of a project team and conduct analysis as required at various stages of the project lifecycle (client needs, process definition, operational modelling and analysis, s/w selection and procurement, process and system implementation, and acceptance testing). This would ensure that the various requirements are clearly documented, analysed and the resultant implementation of processes and platforms are streamlined. This would include but not limited to proactively communication and collaboration with external and internal customers to analyze information needs and functional requirements and deliver the following artifacts as needed: (Functional requirements Business Requirements Document), Use Cases, GUI, Screen and Interface designs) .This would enhance the process of change management, thereby reducing the impact to the end user/business and hence our customer’s.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Generating reports for different levels of management. Each of these reports is used as a key measurement for the success and performance of their areas/teams which directly and indirectly affects Business and customer service.
Suggest solutions to Business issues. By analysing reports data and understanding business, solutions can be suggested to solve Business issues and ultimately improve customer service.
Drive and challenge business units on their assumptions of how they will successfully execute their plans.
Conduct on going and regular review and refinement of existing processes and procedures within the Call Centre to achieve more efficient results. It is important to align business processes with business needs to achieve higher customer satisfaction.
Communicate with team members, conduct acceptance testing, gathering of specifications and prioritisation. Each of these tasks is considered an important key project success factor.
Collect functional requirements from different stakeholders that should be aligned with current processes.
Writing different types of documents such as requirements gathering and Minutes of Meeting
Assess business readiness; compile rollout checklists, training set up and interdepartmental co-ordination.
Review and amend the Call Centre administration policies and procedures, as directed, and ensure they are adhered to. This helps the employees understand their roles and responsibilities.
Communicate and coordinate with different divisions and department as required
Monitor process performance and compare it with key performance indicators as well as identify and report exceptions; suggest possible solutions in handling these exceptions so as to drive operational consistency
Ad hoc tasks and activities as requested.
Successfully engage in multiple initiatives simultaneously
Work independently with users to define concepts and under direction of project managers .
Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
Other duties as directed by supervisor or other superiors.
Apply Online
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