Data Analyst - Service Channels & Transformation
OCBC Bank
- Singapore
- Permanent
- Full-time
- Collect and analyze large datasets to identify trends and patterns, interpret data and provide insights to support decision-making
- Ensure data accuracy and integrity
- Development of intuitive data dashboards
- Collaborate with cross-functional teams to drive service excellence agenda with meaningful data insights and monitoring tools
- Provide thought leadership to the Service Transformation team on how data led techniques could significantly improve customer satisfaction and support desired business outcomes
- Provide support to the Contact Centre Workforce Management team to obtain insights to drive resource optimization
- Drive automation opportunities using SQL database or/and VBA Contact Centre Workforce Management team
- Be updated on industry service standards, best practices and capabilities for benchmarking and consideration within CFS
- Previous data analytics experience covering at least 2 years or more in contact centre, customer service and financial industry preferred
- Ability to analyse, identify, visualize and describe key trends within large datasets
- Strong in statistical modeling and visualization to synthesize vast amounts of data into key insights
- Some prior exposure to analytical software tools of leading analytical software tools (such as Python/SAS/R/VBA); leading database environments (Oracle / Teradata / Hadoop / SQL); visualisation tools (Power BI/Qlikview / Tableau).
- Good written and oral communication skills and ability to interact effectively with people at different levels
- Ability to work independently and as part of a team
- Outcome-driven individual and someone who thrive on solving complex problems
- Passionate in deliver customer-centric service
- Comfortable to lead conversations from a data standpoint to drive service data-first culture
- Possess growth mindset and the willingness to try