Overview
CX Reporting Specialist Jobs in Cambodia at Wing
Title: CX Reporting Specialist
Company: Wing
Location: Cambodia
Job Description:
- Monitor employee schedule adherence, including login, logout, and break compliance.
- Prepare regular adherence reports and collaborate with supervisors on improvement actions.
- Track actual vs. forecasted contact volume in short intervals and notify operations of significant deviations.
- Reallocate staff proactively during volume surges to maintain service levels.
- Calculate and track agent productivity using key metrics such as Talk Time, Hold Time, After‑Call Work, Ticket Handling Time, and Training Time.
- Identify productivity concerns and share insights with team leaders for coaching.
- Monitor call abandonment levels across intervals and recommend staffing or scheduling adjustments when issues arise.
- Validate data accuracy before submitting reports to management.
- Track reporting errors and continuously improve reporting processes to maintain high data quality.
Job Requirement:
- Bachelor’s degree in IT, or related field.
- 3–5 years in reporting, analytics, or CX operations roles
- Hands-on experience with reporting, monitoring, or workforce-related activities
- Experience handling real-time operational issues (volume surge, staffing gaps)
- Advanced Excel REQUIRED / Power BI is a PLUS
- Knowledge of schedules, productivity metrics, SLA, and abandonment concepts.
