job description
Join J&T Express, a leading logistics and delivery solutions provider, as a Senior Data Analyst specializing in Call Center Operations. In this pivotal role, you will leverage data-driven insights to optimize customer service performance, enhance operational efficiency, and drive strategic decision-making across our dynamic call center environment.
Based in the vibrant region of Badung, Bali, you will collaborate with cross-functional teams to transform raw data into actionable intelligence, ensuring exceptional service delivery and customer satisfaction. This is a unique opportunity to make a tangible impact in a fast-paced, technology-driven industry while enjoying the work-life balance that Baliās inspiring landscape offers.
If you are passionate about data, analytics, and improving customer experiences, we invite you to apply and be part of our mission to redefine logistics through innovation and excellence.
Responsibility
- Analyze call center performance metrics (e.g., response times, resolution rates, customer satisfaction scores) to identify trends and areas for improvement.
- Develop and maintain dashboards, reports, and visualizations to provide real-time insights to stakeholders.
- Collaborate with IT and operations teams to implement data-driven solutions that enhance call center efficiency and agent productivity.
- Conduct root-cause analysis on customer complaints and service gaps, proposing actionable recommendations.
- Design and optimize SQL queries and data pipelines to ensure accurate, timely data extraction and processing.
- Monitor KPIs and SLAs, providing proactive alerts and strategic insights to leadership.
- Automate routine reporting processes to reduce manual effort and improve data accuracy.
- Support ad-hoc data requests and deep-dive analyses to address business challenges.
Qualifications
- Bachelorās degree in Data Science, Statistics, Computer Science, Mathematics, or a related field.
- Minimum 3+ years of experience in data analysis, preferably within a call center, customer service, or logistics environment.
- Proficiency in SQL, Python (Pandas, NumPy), or R for data manipulation and analysis.
- Experience with data visualization tools (e.g., Tableau, Power BI, Looker) and BI platforms.
- Strong understanding of call center metrics (e.g., AHT, FCR, CSAT, NPS) and operational workflows.
- Excellent problem-solving skills with the ability to translate complex data into clear, actionable insights.
- Familiarity with ETL processes, data warehousing, or cloud platforms (e.g., AWS, Google Cloud) is a plus.
- Strong communication skills in English to present findings to non-technical stakeholders.