Job Summary
To be responsible for managing and analyzing data, generating performance reports, and supporting decision-making processes for call center operations. The role involves designing and maintaining reporting systems, ensuring data accuracy, and collaborating with stakeholders to optimize business performance.
Key Responsibility:
Data Management & Reporting
- Design, develop and maintain dashboards and reports using tools like excel or others.
- Monitor and analyze key performance indicators (KPIs) such as call volumes, service levels and agent productivity.
- Generate daily, weekly, and monthly performance reports for the management team.
Operational Support
- Provide real-time support by tracking call center metrics and alert teams about trends that need immediate action.
- Working with a team leads to creating staffing and scheduling models based on forecasted call volumes.
Data Accuracy & Quality
- Ensure the accuracy and consistency of data from various sources like CRM, IVR and workforce management tools.
- Identify and resolve data discrepancies or errors.
Process Improvement
- Analyze data trends to identify inefficiencies and recommend process improvements.
- Automate repetitive reporting tasks for increased efficiency.
Collaboration
- Consult with cross- functional teams such as operations, workforce management and IT to gather requirements and deliver actionable insights.
Key Competencies:
- Strong attention to detail and accuracy
- Proactive mindset with the ability to work under pressure.
- Ability to multitask and prioritize effectively.
- Excellent collaboration and stakeholder management skills.
ธนาคารแลนด์ แอนด์ เฮ้าส์ จำกัด (มหาชน)
