CC Ops Reporting & Workforce Management Specialist
CelcomDigi
Date: 7 hours ago
City: Petaling Jaya
Contract type: Full time
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We are now ONE! #CelcomDigi Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.
CC Ops Reporting & Workforce Management Specialist
Date: 13 Jul 2026
Custom Field 2: 14985
Employment Type: Contract
City: CelcomDigi Tower, Petaling Jay
Description:
Job Description
The Analytics & Reporting Specialist is responsible for delivering actionable insights and performance analytics to drive operational excellence within the CelcomDigi Contact Centre Operations. This role focuses on data analysis, reporting, and performance tracking to improve customer experience, agent productivity, and cost efficiency across all customer interaction channels.
Responsibilities
Performance Analytics & Insights
Qualifications & Experience:
Bachelor’s Degree in Statistics, Business Analytics, Computer Science, or related field.
3–5 years of experience in analytics or reporting, preferably within a contact centre or customer operations environment.
Strong analytical, problem-solving, and data visualization skills.
Proficiency in tools such as Power BI, Tableau, Excel (Advanced), SQL, Python/R (advantageous).
Familiarity with CRM systems, ACD platforms (Avaya, Genesys, etc.), and workforce management tools.
Experience in telecommunications or service industry preferred.
Business Unit: CUSTOMER EXPERIENCE
Job Description
The Analytics & Reporting Specialist is responsible for delivering actionable insights and performance analytics to drive operational excellence within the CelcomDigi Contact Centre Operations. This role focuses on data analysis, reporting, and performance tracking to improve customer experience, agent productivity, and cost efficiency across all customer interaction channels.
Responsibilities
Performance Analytics & Insights
Qualifications & Experience:
Bachelor’s Degree in Statistics, Business Analytics, Computer Science, or related field.
3–5 years of experience in analytics or reporting, preferably within a contact centre or customer operations environment.
Strong analytical, problem-solving, and data visualization skills.
Proficiency in tools such as Power BI, Tableau, Excel (Advanced), SQL, Python/R (advantageous).
Familiarity with CRM systems, ACD platforms (Avaya, Genesys, etc.), and workforce management tools.
Experience in telecommunications or service industry preferred.
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Screen readers cannot read the following searchable map.
Follow this link to reach our Job Search page to search for available jobs in a more accessible format.
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Next Steps
Next Steps
Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.
At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.
Let’s advance and inspire Malaysia together! #WeAreCelcomDigi
Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.
CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.
Job Segment: Telecom, Telecommunications, Call Center, Computer Science, Data Analyst, Technology, Customer Service, Data
We are now ONE! #CelcomDigi Celcom and Digi have merged with the aim to create Malaysia’s most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.
CC Ops Reporting & Workforce Management Specialist
Date: 13 Jul 2026
Custom Field 2: 14985
Employment Type: Contract
City: CelcomDigi Tower, Petaling Jay
Description:
Job Description
The Analytics & Reporting Specialist is responsible for delivering actionable insights and performance analytics to drive operational excellence within the CelcomDigi Contact Centre Operations. This role focuses on data analysis, reporting, and performance tracking to improve customer experience, agent productivity, and cost efficiency across all customer interaction channels.
Responsibilities
Performance Analytics & Insights
- Analyze operational data from contact centre platforms (voice, chat, email, social, etc.) to identify performance trends, patterns, and root causes.
- Deliver insights on customer experience metrics (AHT, FCR, NPS, CSAT, SLA, abandonment rate, etc.) to support improvement initiatives.
- Support business decisions with data-driven recommendations for service improvement, resource optimization, and process efficiency.
- Develop, automate, and maintain dashboards and reports for daily, weekly, and monthly operational performance.
- Ensure accuracy and timeliness of all CCO performance reports shared with management and stakeholders.
- Present key metrics and trends to CCO leadership and cross-functional teams.
- Ensure consistency, accuracy, and integrity of data across systems and reports.
- Collaborate with IT, Digital, and Data teams to enhance reporting capabilities and data integration.
- Support Customer Experience transformation initiatives by providing analytical insights and tracking performance outcomes.
- Participate in forecasting, capacity planning, and workforce optimization analysis.
- Identify automation or digitalization opportunities to improve reporting efficiency.
- Timely and accurate delivery of CCO performance reports and dashboards.
- Actionable insights to drive improvements in customer experience and operational performance.
- Continuous enhancement of analytics and reporting tools and processes.
- Support for CCO leadership decision-making through data storytelling and analysis.
Qualifications & Experience:
Bachelor’s Degree in Statistics, Business Analytics, Computer Science, or related field.
3–5 years of experience in analytics or reporting, preferably within a contact centre or customer operations environment.
Strong analytical, problem-solving, and data visualization skills.
Proficiency in tools such as Power BI, Tableau, Excel (Advanced), SQL, Python/R (advantageous).
Familiarity with CRM systems, ACD platforms (Avaya, Genesys, etc.), and workforce management tools.
Experience in telecommunications or service industry preferred.
Business Unit: CUSTOMER EXPERIENCE
Job Description
The Analytics & Reporting Specialist is responsible for delivering actionable insights and performance analytics to drive operational excellence within the CelcomDigi Contact Centre Operations. This role focuses on data analysis, reporting, and performance tracking to improve customer experience, agent productivity, and cost efficiency across all customer interaction channels.
Responsibilities
Performance Analytics & Insights
- Analyze operational data from contact centre platforms (voice, chat, email, social, etc.) to identify performance trends, patterns, and root causes.
- Deliver insights on customer experience metrics (AHT, FCR, NPS, CSAT, SLA, abandonment rate, etc.) to support improvement initiatives.
- Support business decisions with data-driven recommendations for service improvement, resource optimization, and process efficiency.
- Develop, automate, and maintain dashboards and reports for daily, weekly, and monthly operational performance.
- Ensure accuracy and timeliness of all CCO performance reports shared with management and stakeholders.
- Present key metrics and trends to CCO leadership and cross-functional teams.
- Ensure consistency, accuracy, and integrity of data across systems and reports.
- Collaborate with IT, Digital, and Data teams to enhance reporting capabilities and data integration.
- Support Customer Experience transformation initiatives by providing analytical insights and tracking performance outcomes.
- Participate in forecasting, capacity planning, and workforce optimization analysis.
- Identify automation or digitalization opportunities to improve reporting efficiency.
- Timely and accurate delivery of CCO performance reports and dashboards.
- Actionable insights to drive improvements in customer experience and operational performance.
- Continuous enhancement of analytics and reporting tools and processes.
- Support for CCO leadership decision-making through data storytelling and analysis.
Qualifications & Experience:
Bachelor’s Degree in Statistics, Business Analytics, Computer Science, or related field.
3–5 years of experience in analytics or reporting, preferably within a contact centre or customer operations environment.
Strong analytical, problem-solving, and data visualization skills.
Proficiency in tools such as Power BI, Tableau, Excel (Advanced), SQL, Python/R (advantageous).
Familiarity with CRM systems, ACD platforms (Avaya, Genesys, etc.), and workforce management tools.
Experience in telecommunications or service industry preferred.
.googlejobmap9c0df1703c0e610d div.mapcontainer iframe,.googlejobmap9c0df1703c0e610d div.mapcontainer{min-height: 300px;}
.mapcontainer { position: relative; min-height: 400px; padding-top: 0px; overflow: hidden; border: 0px; } .mapcontainer iframe { position: absolute; top: 0; left: 0; min-height: 400px; width: 1px; min-width: 100%; *width: 100%; } @media (max-width: 767px) { .mapcontainer { min-height: 300px; } .mapcontainer iframe { min-height: 300px; width: 100%; *width: 100%; } } .map-hidden-content a { position: absolute; left: -9999px; z-index: 999; padding: 1em; background-color: black; opacity: 0; } .map-hidden-content a,.map-hidden-content a: focus,.map-hidden-content .map-hidden-content a: focus { left: 50%; transform: translateX(-50%); opacity: 1; }
Screen readers cannot read the following searchable map.
Follow this link to reach our Job Search page to search for available jobs in a more accessible format.
.buttontextad56b0307305296d a{ border: 1px solid transparent; } .buttontextad56b0307305296d a: focus{ border: 1px dashed #009bdf !important; outline: none !important; }
Next Steps
Next Steps
Thank you for taking the first step towards joining our team at CelcomDigi! After submitting your application, our Talent Acquisition team will review your CV and reach out to shortlisted candidates to guide you through the next steps, including a pre-screening conversation, interviews and or assessments.
At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.
Let’s advance and inspire Malaysia together! #WeAreCelcomDigi
Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.
CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.
Job Segment: Telecom, Telecommunications, Call Center, Computer Science, Data Analyst, Technology, Customer Service, Data
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