Customer Care Analytic Analyst

J Trust Royal is a joint venture between J Trust, a Japanese diversified financial holding company listed on the Tokyo Stock Exchange, and The Royal Group, one of Cambodia’s largest conglomerates. J Trust Royal Bank commenced operations in Cambodia in August 2019 following the acquisition of a majority shareholding in the bank formerly known as ANZ Royal.

About The Role
Role Location: Phnom Penh
Role Type: Permanent, Full-time
Reporting to: Contact Centre Manager

This role is mainly responsible for workforce arrangement through call forecasting in order to achieve service level and maintain the operation efficiency that results a better customer experience. This also plays an important role to analyse the team performance following the analytical reports and make recommendation to management where’s needed. 

Main Duties:

• Liaising with Inbound Manager to produce monthly working schedule following the call forecasting
• Daily skill matrix arrangement to support both internal and external customer
• Responsible for Customer Care Centre reporting and making recommendations to management on real-time staffing needs; analyse support metrics and identify trends.
• Analyse trends and make recommendations in relation to call volume, shrinkage, attendance, and attrition
• Responsible for scheduling of call centre meetings and overtime planning
• Generating inbound agent's attendance and productivities report
• Maintaining Service Level, GOS and Abandon via resource allocations and day to day call performance
• Flexible resourcing arrangements up on Intraday, Intraweek, monthly forecasting
• Managing and generating team OT report
• Managing Team AL planning
• Assisting Inbound Manager in generating staffs' MIS reports for call queries analytic purpose   
• Providing rationales of the change in service level and to maximise the team productivity
• Assist the team to create some automated reports/tracking.
• Generating staff ranking for both Inbound and Outbound in Customer Care Centre team
• Managing Sales Result report of both Inbound and Outbound

Skill/Experience:

• Reporting skill
• Advanced Excel is preferred
• Analytical Skill
• Attention to details
• Experience in Workforce planning is preferred

Our People

We know that any successful organisation is only as good as its people and so at J Trust Royal we value our people and recognise that they are our greatest strength.

Our people are capable, diligent, hard-working, ambitious and caring. They come from all backgrounds and can understand the perspectives of, relate to, and support our customers and their unique financial needs.

Our aim is to provide opportunities to maximise potential for personal growth and by creating a vibrant, energetic, high-performing and open culture.

We listen to feedback from our people and provide programs and opportunities to ensure they feel a sense of achievement and personal connection to their work and career with us.

We work flexibly at J Trust Royal. Talk to us and let us know how this role can be flexible for you.

HOW TO APPLY

To find out more about working at J Trust Royal or to view other opportunities visit https://jtrustroyal.com/en/careers