Executive, Analytics

Student Services Job Description

This position is part of the Student Services (SS) department within Office of Student and Alumni Relations (OSAR) serving as the first point of contact for students and alumni and enhancing the overall student services of the University. SS manages the SS hotline, counter and written correspondences to foster a student centric service environment.​​

The candidate will support the day-to-day SS operations and manage the collection, analysis and reporting of data collected from SS operations and other avenues.

Job Responsibilities

Analytics (50%)

• Compile and analyze data from operations. 
• Disseminate actionable data-driven insights to relevant offices for process improvements and to streamline SS operations.
• Work closely with different teams and stakeholders to identify data capture opportunities, bridge data gaps, source issues, and data inaccuracies. 
• Define data requirements for ops enhancement projects (e.g., IVR, Chatbot enhancement) and mine data to support self-help initiatives.

Operation (30%)

• Respond to calls/emails/counter enquiries with accurate information during school’s operational peak period (eCR/Course Offer) and/or as and when required as assigned by supervisor.
• Update and record student interactions in CRM.
• Collaborate with internal stakeholders (schools and other admin departments) to assess/investigate complex cases, appeals or exceptional request from students and provide a satisfactory resolution within a stipulated/reasonable timeline.

Admin (20%)

• Support University events and activities, including SUSS Convocation, SUSS Scholarship Ceremony
• Any other ah-hoc events and activities as required.

Job Requirements

• Bachelor’s degree with at least 2 years of relevant working experience, preferably specialising in data analytics for contact centre.
• Prior experience in call centre operations will be an added advantage.
• Outstanding interpersonal and communication skills with cultural sensitivity towards students of different cultural and educational backgrounds.
• Resourceful, analytical, meticulous, and excellent organisational skills.
• Team player with strong ability to multitask and deliver quality output in a timely manner.
• Good administrative skills with the ability to manage and work independently.
• Proficient in Microsoft 365 applications.
• Proficiency in data analytics software (e.g., dashboard) will be an advantage.
• Be able to work extended hours during peak periods and University events.