Customer Support Team Lead (Data Analytics) - 1 year contract

Responsibilities:

• Create regular contact centre and other analytical reports for stakeholders, highlighting key findings and recommendations for service improvements
• Analyse customer satisfaction (CSAT) scores, contact centre metrics, and customer feedback data to identify trends and improvement opportunities
• Utilise, enhance and build PowerBI dashboards and reports for CX monitoring for contact centre touchpoints

• Manage the customer recovery programme, including follow-up calls with customers who provide low satisfaction scores
• Follow-up with line divisions on low CSAT scores and their improvement plans

• Drive setup of analysis for and metrics for complain compliment ratio and related insights
• Drive data enhancement for contact centre such as reporting of aging cases and other metrics

• Collaborate with cross-functional teams related to analysis of CX
• Maintain documentation of analytical processes, findings, Notes of Meeting (NOM) and other data or analytics related work

Requirements:

• Bachelor's degree in Analytics, Statistics, Business Administration, or related field
• Minimum of 3-5 years of experience in data analysis, preferably in a customer service environment
• Advanced proficiency in PowerBI, including DAX programming and data modelling
• Strong background in statistical analysis and data visualization with the ability to translate complex data into actionable insights
• Experience with SQL queries and database management
• Knowledge of customer satisfaction metrics and contact centre operations
• Certifications in analytics or data visualization will be desirable
• Experience with survey management systems, operational data and customer data management
• Excellent verbal and written communication skills to present analytical findings effectively
• Ability to manage multiple analytical projects and deliver results within timelines
• Ability to work effectively with various stakeholders and cross-functional teams