Business Intelligence Analyst

. Extract and clean the data from various data sources to generate daily, weekly and monthly reports.
. Writing SQL queries to retrieve information quickly.
. Fulfil ad-hoc data request from client and management.
. Work / Collaborate with Developer(s) to automate reports
. Liaise with client on data related queries
. Analyze contact center performance metrics, including call volume, response times, and customer satisfaction scores.
. Develop and maintain dashboards and reports to monitor key performance indicators (KPIs).
. Identify trends and patterns in data to inform operational improvements and strategy.
. Collaborate with management and other departments to develop actionable insights and recommendations.
. Support the implementation of process improvements based on data findings.
. Ensure data integrity and accuracy.
. Assist in forecasting demand and capacity planning based on historical data trends.
. Stay updated on industry best practices and emerging technologies in data analysis.
. Perform other duties and responsibilities that may be assigned to you by the management within your category of employment.

Qualifications and Skills:
. Minimum Bachelors in Business, Computer Science, Mathematics, Data Analytics, or a related field.
. At least 1 to 3 year of experience building reports using Excel, SQL AWS Quick sight or any other business intelligence and data analytics tools.
. Proficiency in data analysis tools (e.g., Excel, SQL, Python) and data visualization software (e.g., Tableau, Power BI).
. Proven experience in data analysis, preferably in a contact center environment.
. Strong communication and presentation skills
. Proactive and able to work independently with minimum supervision.
. Excellent time management with strong critical thinking and ability to handle pressure.
. Detail-oriented with a strong focus on accuracy and data integrity.
. Familiarity with statistical analysis and modeling.

. Ideal candidates to have contact center experience (preferred)

. Working location at Suntec