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Customer Support Team Lead (Data Analytics) – 1 year contract

SpringCube

Contract - Associate/Junior Executive

Logistics & Transportation

Singapore ( Onsite )

Published 3 weeks ago

Salary: SGD5,000 - SGD10,000

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Job Description

The SpringCube team curated the following job opportunity to help you in your

job search. Explore the position below to find your next career move.

Customer Support Team Lead (Data Analytics) – 1 year contract

Company Overview

This organization is a global leader in logistics, providing customized supply chain solutions to businesses worldwide. With a strong focus on innovation and customer satisfaction, they offer a wide range of services including warehousing, distribution, and transportation management. They are committed to attracting and retaining top talent, offering opportunities for professional growth and development within a dynamic and international environment.

Job Description

Responsibilities

  • Analysis and reporting: Generate regular contact centre and other analytical reports for stakeholders, highlighting key findings and recommendations for service improvements.
  • Analyse customer satisfaction (CSAT) scores, contact centre metrics, and customer feedback data to identify trends and improvement opportunities.
  • Utilise, enhance and build PowerBI dashboards and reports for CX monitoring for contact centre touchpoints.
  • Customer recovery programme: Manage the customer recovery programme, including follow-up calls with customers who provide low satisfaction scores.
  • Follow-up with line divisions on low CSAT scores and their improvement plans.
  • Other analytics and data related projects: Drive setup of analysis for and metrics for complain compliment ratio and related insights.
  • Drive data enhancement for contact centre such as reporting of aging cases and other metrics.
  • Other collaboration and administrative tasks: Collaborate with cross-functional teams related to analysis of CX.
  • Maintain documentation of analytical processes, findings, Notes of Meeting (NOM) and other data or analytics related work.

Requirements

  • Bachelor’s degree in Analytics, Statistics, Business Administration, or related field.
  • Minimum of 3-5 years of experience in data analysis, preferably in a customer service environment.
  • Advanced proficiency in PowerBI, including DAX programming and data modelling.
  • Strong background in statistical analysis and data visualization with the ability to translate complex data into actionable insights.
  • Experience with SQL queries and database management.
  • Knowledge of customer satisfaction metrics and contact centre operations.
  • Certifications in analytics or data visualization will be desirable.
  • Experience with survey management systems, operational data and customer data management.
  • Excellent verbal and written communication skills to present analytical findings effectively.
  • Ability to manage multiple analytical projects and deliver results within timelines.
  • Ability to work effectively with various stakeholders and cross-functional teams.

Disclaimer

SpringCube curates tech job listings from various company websites to support tech professionals in Singapore.

  1. No Endorsement: Job ads on SpringCube do not imply endorsement of their authenticity or quality.
  2. No Client Relationship: This company is not a client of SpringCube unless stated.
  3. To Apply: Click the “Apply” button to be redirected to the hiring company’s application page for this job.
  4. No Liability: SpringCube is not liable for inaccuracies.

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SpringCube is a technology recruitment firm and tech-focused career platform. Since 2001, we’ve connected top talent with leading companies across Singapore and Southeast Asia.

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