OCBC Bank - Singapore

Responsibilities
  • Manage department's data repository
  • Develop an interactive service metrics dashboard
  • Provide data mining, analysis and reporting of customer satisfaction, service forecast & volume, productivity to identify customer needs and improve operational efficiency
  • Deep dive into customer interaction trends, service processes and suggest improvement opportunities to provide better customer experiences
  • Work closely with workforce manager on resource workload & scheduling to support business initiatives

*LI-VN
Qualifications
Requirements
  • At least Bachelor's degree in Computer Science, Statistics, Mathematics or related field or equivalent
  • At least 5 years of related work experience
  • Strong analytical, process & reporting capabilities coupled with interactive dashboard design experience
  • Knowledge and proficiency in at least Excel Macros, data programming & visualisation tools. Proficiency in workforce management tools is advantageous but not essential
  • Passionate about customer service with excellent problem solving, communication and interpersonal skills
  • Ability to think independently and take on new challenges in a fast-paced service environment