Business Analytics Lead

Job description:

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

• Provide business insight through metrics, reporting, and variance analysis coming from in-depth analysis.
• Prepares, develops and analyses daily, weekly, monthly reports and presentations on Key Performance Indicators and other key statistical data in a call center inbound/customer service programs.
• Perform market analysis in supporting business decision making.
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
• Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.
• Analyze and present relevant data in easy to understand format/dashboards or file automation to aid timely decision making, provide insightful discoveries and recommendations and optimize processes.
• Detail oriented, independent, proactive and able to work under pressure to meet deadlines.
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 2 years of working experience in the related field is required for this position.
• Extensive practical knowledge in importing data for use in report software, spreadsheets, Tableau, Power BI, pivots and formulas, graphs, and flow charts
• Proven experience in overseeing the design, development, and implementation of contact centre operation.
• Ability to prioritize and complete all tasks when ad-hoc assignments are given in short period of time.
• Flexible and adaptable to various business models and projects.
• Excellent verbal and written communication skills in English and the language of supporting market

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.