Data Analyst

13 hours ago

Metro Manila Philippines Auctane Full time

Overview

Data Analyst (WFM) at Auctane .

We are looking for a Data Analyst who is highly skilled in SQL and passionate about data validation and integrity. You will serve as the connective tissue between our data warehouse and operational reporting, validating datasets, building trusted data connections, and ensuring the accuracy of reporting for Workforce Management and broader Support functions. You will also help scale AI-driven support initiatives by delivering insights on automation impact and tracking AI solution performance across channels.

Location

Manila, Philippines (hybrid)

Working hours

8:00 AM to 5:00 PM CT

Training

Approximately 5 weeks

Responsibilities
  • Write and optimize complex SQL queries to extract, join, and transform support and workforce-related datasets
  • Conduct rigorous data validation to ensure accuracy and consistency across reporting tools, dashboards, and source systems
  • Develop innovative solutions to resolve data issues
  • Own the data layer powering all WFM reporting — adherence, staffing, scheduling, productivity, and real-time performance
  • Build dashboards and deliver insights on AI-powered support performance, including deflection rates, containment, and resolution quality
  • Track and analyze customer interaction trends across support channels, including AI-assisted and automated workflows
  • Present clear and precise information regarding the state of the business
  • Collaborate with BI and engineering to correct logic errors, improve data structure, and ensure reporting reliability
  • Partner with stakeholders to define key metrics and performance indicators related to both agent and AI-driven support
  • Document data definitions, logic, and processes to maintain clarity and consistency across systems
Qualifications
  • 2+ years of experience in a data analyst role with strong command of SQL (window functions, CTEs, aggregation, optimization)
  • 2+ years of experience with Looker or equivalent BI tools
  • Proven experience validating large datasets across multiple systems and resolving discrepancies
  • Familiarity with support platforms (Zendesk, Assembled, Zoom Phone) and common support metrics (CSAT, SLA, AHT, deflection, etc.)
  • Strong understanding of AI and automation in support, and how to measure impact (containment, escalation, satisfaction)
  • Experience building clean, usable dashboards in Looker, Tableau, or similar BI tools
  • Strong communication skills to explain query logic and discrepancies to technical and non-technical partners
  • Highly detail-oriented with a commitment to data accuracy and reporting reliability
Nice to have
  • Experience supporting or scaling AI/automation efforts in support operations
  • Familiarity with analyzing performance of chatbots or AI deflection flows
  • Experience working with a WFM or Support Ops team
  • Knowledge of modern data stacks (BigQuery, dbt, Airflow)
  • Ability to identify inefficiencies in data structures or processes and propose scalable, data-informed solutions
Tools & Tech
  • Google Suite & Confluence for communication and documentation
  • Slack for cross-functional collaboration
  • Zendesk Workforce Management, Zendesk, Zoom Phone for support interactions
  • Looker & Zendesk Explore for reporting and analysis
  • Confluence for documentation; Zapier for automation
Benefits
  • Health & Well-being: HMO medical insurance (employee + up to two dependents), dental insurance, mental health & EAP, wellness program
  • Life Insurance and AD&D
  • Meal and clothing allowance
  • Bonuses and supplemental income opportunities
  • Paid vacation, paid sick days, and paid holidays
  • Bereavement leave
  • Professional development & recognition; education benefits
  • Referral program
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