Senior Analyst

2 weeks ago

Cebu City, Central Visayas, Philippines Concentrix Full time
Senior Analyst (Analytic Insights) - Cebu

Add expected salary to your profile for insights

The Contact Center Performance Business Analyst will deliver an analysis of contact center performance and customer satisfaction data in support of operational improvement initiatives. This position works on an analytic team to assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores. The Business Analyst will interpret performance trends, identify root causes behind the trends, and then contribute to the development of performance improvement efforts.

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports.
  • Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps.
  • Develops key driver analysis, statistical linkages, and calibration between metrics.
  • Coordinates data feeds with Operations to provide data for analysis.
  • Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results.
  • Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. The root cause may include on-site observation, interviews, and process documentation.
  • Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.
  • Contributes to recommendation/initiative development based on results of analysis.
  • Develop updates to reflect the current status of activities; monitor progress against action plans; monitor contact center operational performance on goals and objectives; isolate initiative effectiveness on improving key performance metrics.
  • Produces documentation of key insights, solution recommendations, solution business cases, and action plan results for incorporation into internal or client reviews.
  • Contributes to team objectives and outcomes.
  • Produces quality analysis or root cause work with minimal supervision; meets timing demands.

PREFERRED SKILL SET

  • Bachelor's degree in a related field from a four-year college or university with three to five years of related experience. MBA a plus
  • Advanced MS skills; Experience in R, and Python highly desired.
  • Strong customer service disposition and sense of professionalism
  • Ability to organize and prioritize projects in a fast-paced and deadline-oriented business development
  • Experience or exposure to statistical concepts and applications, data analysis
  • Analytics background/experience

CANDIDATE PROFILE

  • Strong ability to be proactive; ability to plan, anticipate needs, and take actions through engagement, prioritization, and foresight
  • Strong analytical thinking as well as problem-solving skills; proven ability to apply quantitative data analysis techniques to improve work processes.
  • Strong organizational and project management skills.
  • Able to establish a course of action for self to accomplish a series of specific goals while using appropriate resources.
  • Good written and oral communication skills; strong interpersonal communication and ability to work well in teams.
  • Experience with contact centers and customer satisfaction data analysis is strongly preferred
  • Experience with statistical concepts and applications
  • Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.
  • Experience working in an emerging and rapidly changing environment.
  • Demonstrated ability to meet deadlines, even in a demanding and changing environment
  • Ability to travel periodically.
  • Experience with process consulting is a plus.
  • Six Sigma certification is a plus.
  • Must have proficiency with various software applications including email messaging applications, Microsoft Word, Excel (including Pivot table / Power Pivot functionality), and PowerPoint.

WORK SET-UP

  • Must be willing to work on a night shift schedule
  • Must be willing to work in Cebu
Your application will include the following questions:

What's your expected monthly basic salary?

Are you willing to undergo a pre-employment background check?

We're Concentrix. A global technology and services leader that powers the world's best brands, today and into the future. We're human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise. #ConcentrixPH #GameChangingCareer

We're Concentrix. A global technology and services leader that powers the world's best brands, today and into the future. We're human-centered, tech-powered, intelligence-fueled. Every day we design, build, and run fully integrated, end-to-end solutions at speed and scale across the entire enterprise. #ConcentrixPH #GameChangingCareer

Don't provide your bank or credit card details when applying for jobs.

#J-18808-Ljbffr

  • Senior Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Citrin Cooperman Advisors LLC Full time

    Citrin Cooperman Advisors LLC Senior Analyst Philadelphia , Pennsylvania Apply Now Senior Analyst (Philadelphia, PA) sought F/T by Citrin Cooperman Advisors LLC, to work on valuation analysis on a wide range of public & private entities, dsgng & working w/ fin'l models for discounted cash flow, mkt multiple, mkt transaction. Independently gathering pertinent...

  • Finance Services Senior Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines QBE Insurance Group Full time

    Finance Services Senior Analyst - Group FP&A page is loaded Finance Services Senior Analyst - Group FP&A Apply locations Cebu, Philippines time type Full time posted on Posted 2 Days Ago job requisition id Primary DetailsTime Type: Full timeWorker Type: EmployeeSupporting the Senior Manager, Project Finance on day-to-day operational tasks.• Drive monthly...

  • Senior Credit Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines M&T Bank Full time

    M&T Bank Senior Credit Analyst Philadelphia , Pennsylvania Apply Now The Senior Credit Analyst is a resource to the LEAF Commercial Capital Sales team. Ability to have complex credit discussions with Obligors, Vendors and others as needed. The Senior Credit Analyst also acts as a back-up in the Credit Manager's absence.Duties include preparing detailed...

  • Senior Systems Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines RGIT Australia Full time

    We are seeking a highly skilled and experienced Senior Systems Analyst to join our forward-thinking global logistics company. As a Senior Systems Analyst, you will be responsible for managing both technology and business/operational projects within the logistics domain. Your primary focus will be on analyzing systems requirements, designing efficient...

  • Senior Market Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines KMC Savills, Inc. Full time

    About the job Senior Market Analyst (Cebu)KMC SAVILLS is the Philippines' leading full service real estate solutions provider for local and multinational business locators.POSITION: Senior Market AnalystJOB QUALIFICATION:Knowledge and Experience : 4 years experience (Non Real Estate), 2 years experience (Real Estate)Education and Certifications : Bachelor's...

  • Senior IP Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Clarivate Analytics (US) LLC Full time

    Clarivate Analytics (US) LLC Senior IP Analyst Philadelphia , Pennsylvania Apply Now Reference #: As a Senior IP Analyst on the IP Admin team at Clarivate, you will provide docketing and/or paralegal support throughout patent and trademark lifecycle. You will work closely with the United States Patent & Trademark office as well as other law firms, agents,...

  • Senior Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Enshored Inc. Full time

    RESPONSIBILITIESCoach, guide and support Quality & Process Improvement teams to perform defined quality improvement tasks.Review, validate and ensure timely delivery and accuracy of reports prepared by Quality AnalystsResponsible for developing and ensuring integrity and consistency of set Quality processes/procedures applicable to the accounts being...

  • Senior Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Nagarro Full time

    Company DescriptionWe are a Digital Product Engineering company that is scaling in a big way We build products, services, and experiences that inspire, excite, and delight. We work at scale — across all devices and digital mediums, and our people exist everywhere in the world experts across 26 countries, to be exact). Our work culture is dynamic and...

  • Senior Data Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Drexel University Full time

    Drexel University Senior Data Analyst Philadelphia , Pennsylvania Apply Now Senior Data AnalystJob no: 503015Work type: Full-TimeLocation: University City - Philadelphia, PACategories: Drexel University, Dornsife School of Public HealthJob SummaryWe are hiring a senior data analyst to support activities for several large, multisite, and international urban...

  • Senior Business Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Quess Philippines Corp. Full time

    Job Summary As a Business Analyst IV within the Delivery Group at RealPage, you will be an integral part of the Reporting & Insights Team, collaborating with senior leaders and stakeholders to conduct data analysis, research business issues, and present actionable insights. With a focus on detail and thoroughness, you'll work across diverse data sources,...

  • Senior Business Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Quess Philippines Corp. Full time

    Job SummaryAs a Business Analyst IV within the Delivery Group at RealPage, you will be an integral part of the Reporting & Insights Team, collaborating with senior leaders and stakeholders to conduct data analysis, research business issues, and present actionable insights. With a focus on detail and thoroughness, you'll work across diverse data sources,...

  • Senior Business Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Quess Philippines Corp. Full time

    Job SummaryAs a Business Analyst IV within the Delivery Group at RealPage, you will be an integral part of the Reporting & Insights Team, collaborating with senior leaders and stakeholders to conduct data analysis, research business issues, and present actionable insights. With a focus on detail and thoroughness, you'll work across diverse data sources,...

  • Senior Credit Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines WSFS Bank Full time

    WSFS Bank Senior Credit Analyst Philadelphia , Pennsylvania Apply Now NewLane Finance is a commercial equipment finance company, serving small and mid-size businesses nationwide. Our mantra is "business lending done right", and our strategy is to revolutionize small business lending by employing the latest technology and a motivated workforce to deliver fair...

  • Senior Analyst, Advisory

    2 weeks ago

    Cebu City, Central Visayas, Philippines Corcentric Full time

    Corcentric Senior Analyst, Advisory Philadelphia , Pennsylvania Apply Now Within our Procurement Advisory practice, we collaborate with our clients to develop a current-state assessment of their procurement function utilizing a best practice-based maturity scale, setting goals for long term improvement in each of the pillars of Procurement while identifying...

  • Practice Group Senior Data Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Morgan Lewis Full time

    Practice Group Senior Data Analyst page is loaded Practice Group Senior Data Analyst Apply locations Philadelphia, Pennsylvania Houston, Texas time type Full time posted on Posted 2 Days Ago job requisition id R2959 Morgan, Lewis & Bockius LLP, one of the world's leading global law firms with offices in strategic hubs of commerce, law, and government across...

  • Senior Treasury Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Comcast Full time

    Comcast Senior Treasury Analyst Philadelphia , Pennsylvania Apply Now Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range...

  • Senior Quality Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines EXL Full time

    Basic FunctionAs a Quality Assurance Senior Analyst, you'll review work completed within business units to ensure it meets the requirements, is accurate and consistent with quality standards. We'll count on you to use defined guidelines to determine if the work was completed correctly. In addition, you'll use judgement to determine trends that may indicate...

  • Contract Senior Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines Neksjob Philippines Full time

    Contract Senior Analyst Mandaluyong / Cebu Key Responsibilities Leadership/Engagement:Provide contract administration support for contract management processes on a specific project or account; Work with delivery and client counterparts to assist with day to day service delivery; Demonstrate the value of the contract management function with project or...

  • Senior Support Analyst

    2 weeks ago

    Cebu City, Central Visayas, Philippines AMCS Group Full time

    TheSenior Support Analyst supports our post-implementation customers, carrying out requests for data configuration, updates, analytics and reporting support to ensure they have a smooth ESG journey and contribute to their sustainability goals. You work well as part of a team and have exceptional communication, project management and organizational...

  • Business Analyst IV

    2 weeks ago

    Cebu City, Central Visayas, Philippines QUESS PHILIPPINES CORPORATION Full time

    Bachelor's degree in any four your course With 5 years of experience in business transformation or consulting setting Preferably senior business analyst role with hands-on experience as an individual contributor in a business transformation or consulting setting Robust experience in Process Mapping and Process Re-engineering methodologies suchas Value...