Business Data Analyst at CDL Human Resource

KEY RESPONSIBILITIES

DATA & ANALYTICS

• Conduct data quality checks in line with SOPs.
• Support customer service and field staff with data-related queries and communication.
• Use analytics to identify risks and issues within projects and propose solutions.
• Provide regular updates to management (daily, weekly, ad-hoc).
• Implement customer surveys and define metrics for feedback.
• Deliver sales metrics, dashboards, and ad-hoc analytical reports.
• Lead automation and streamline the lead, order, and fulfillment process.

SALES OPERATIONS

• Support all aspects of the day-to-day operations of the sales function.
• Review sales opportunities for accuracy and provision orders upon successful deal closure.
• Support the sales team on DMS, eCommerce, and other sales operations systems.
• Collaborate with the Sales Operations Manager to improve sales data quality and processes.

TECHNICAL SUPPORT

• Provide end-to-end technical support for all Taimba tech products (DMS, eCommerce, ERP) including training and upskilling.
• Conduct root cause analysis of technical issues and document for resolution and bug fixing.
• Respond to support desk issues promptly, adhering to SLA timelines.
• Communicate resolved issues to the CTO, Sales Manager and other stakeholders.
• Escalate unresolved issues from Level 1 to Level 2 support, and further to the CTO or technical contractor.
• Document feature bugs and share with relevant stakeholders.
• Monitor systems for failures and provide timely updates to stakeholders.
• Arrange, conduct, and document support sync meetings post-resolution cycles.
• Produce weekly and monthly summary reports on technical support tickets.
• Develop training manuals.

ACADEMIC QUALIFICATIONS

• 3–5 years of data analysis experience in customer-focused industries (e.g., FMCG, tech, insurance, retail, real estate).
• Degree in Data Analytics, Statistics, Mathematics, Economics, IT, or a related field.