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Associate, Business Reporting & Analytics

Date: 06-Nov-2022

Location: Singapore, Singapore

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

Responsibilities:

  • Ensure the preparation of routine daily, weekly and monthly complaints reports and KPI reports, and other ad hoc reports.
  • Analyze reports to identify trends, special causes and provide supporting details.  Identify areas of improvement required by management team.
  • Provide performance and trends, variance analysis, performance recaps, scorecards, etc. to assist MOMCC Team in strategic planning.
  • Analyze contact centre volume, productivity and workforce patterns to optimize performance and staffing levels, and to assist the Contact Centre Manager in making effective decisions to improve results.
  • Utilize quantitative analysis techniques to evaluate ongoing operations and campaigns and recommend creative resource usage or process alternatives where appropriate. 
  • Providing accurate and prompt data and analysis for MMM presentations, DS Reports, and MOMCC monthly update reports
  • Oversee the administration of the Incentives Program, including the tabulation of incentives and communication collaterals.
  • Oversee project initiatives from idealization, planning to implementation for Ops
  • Assist in AOP budgeting planning

 

Requirement:

  • Degree in any field
  • 3 years of relevant experience in Contact Centre Environment
  • Microsoft skills such as Excel, Powerpoint
  • Presentation & Analytics skills
  • Problem solving skills & detail orientated
  • Statistical analysis tools/platforms such as Tableau

 

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.