Job Details
  • Reference245187
  • LocationHong Kong
  • SalaryNegotiable
  • Job TypeFull Time
  • Posted8 months ago
  • ConsultantAdel Leung
  • Consultant emailEmail Adel

Job Duites:

  • Provide detailed qualitative analysis to optimize the Service Centre to help make informed decisions to improve experiences for clients and employees.
  • Formulate recommendations and prepare qualitative and quantitative reports and presentations for cross-functional team members and management on a consistent basis.
  • Analyze business processes and existing reports and client surveys to create new reports that will establish both short and long-term strategies as well as enhance the effectiveness of the department.
  • Create reports on labour planning and staffing optimization. Evaluate and understand staff forecasting needs and patterns to ensure appropriate coverage.
  • Analyze the sale performances and share with management; propose updates according to the global strategy of the company.
  • Work with the HQ and Data teams on global projects and analysis.

Requirements

  • Minimum 5 years previous experience
  • Bachelor's Degree in related field, MBA a plus
  • Knowledge of relational databases
  • Practice of analytical tools and languages (PowerBI, DKlick, SAS, SQL)
  • Proficient in Microsoft Office - advanced excel skills
  • Previous experience in Call Centre setting preferred
  • Outstanding communication skills, both written and verbal
  • Clear demonstration of a customer first mind-set