Data Analyst

2 weeks ago

Manila, National Capital Region, Philippines RCL REGIONAL OPERATING HEADQUARTERS Full time

Position summary:

The Contact Center Analytics & Solutions team is seeking a Data Analyst who will be responsible for delivering impactful insights into key business decisions and supporting projects/building tools that empower our end users to work efficiently. The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, and is passionate about our end user experience.

Essential Duties and Responsibilities:

  1. Conduct analysis to drive valuable business insights, using internal analytics tools, i.e., SQL to access and manipulate data from disparate sources.
  2. Build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers.
  3. Analyze user behavior to identify patterns, uncover opportunities, and create a common understanding of how people are interacting with our reporting content.
  4. Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers.
  5. Lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams to operate efficiently.
  6. Spearhead ongoing efforts to better understand sub growth and identify future opportunities through analysis and reporting.

Qualifications, Knowledge, & Skills:

  1. Degree in Computer Science, Mathematics, Statistics, Industrial Engineering, Operations Research or MS in Business Analytics or 2 years industry experience in a related field.
  2. 2+ years experience with any of the following programming languages: R, Python, SAS, or similar scripting languages.
  3. 2+ years experience with predictive and forecasting techniques and tools including time-series analysis (Autocorrelation plots, ARIMA / ARIMAX, Vector Auto Regressions, Recurrent Neural Networks), machine learning model development (grid searching, cross validation, parameter tuning & optimization), and appropriate model evaluation (ROC analysis, confusion matrices, error rate logging).
  4. 2+ years of relevant work experience in analytics and/or business intelligence or related field.
  5. Strong analytical skills – with a proficient ability to read/write complex SQL queries for data analysis.
  6. Experience with data visualization tools (Tableau, Power BI, etc.) and strong storytelling skills for technical and non-technical audiences.
  7. MS Office tools, i.e., Word, Excel, PowerPoint, Access.
  8. Strong and effective communication, presentation, and written skills, with the ability to work in a global environment.
  9. Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities.
  10. Collaborative, self-motivated with a desire to lead strategic problem solving, execution, and ownership.
  11. Understanding of data warehousing concepts, relationship entity diagrams, and relational databases.

Nice-to-haves:

  1. CSPO Certification and formal understanding of Agile Scrum practices.
  2. Other programming knowledge skills (Python).
  3. Other applications such as Oracle, Hyperion, AS400, or equivalent mainframe system.
  4. Familiarization with the Contact Center environment.
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