Analytics Manager

5 days ago

Manila, National Capital Region, Philippines evoke Full time

evoke Manila, National Capital Region, Philippines

Analytics Manager

evoke Manila, National Capital Region, Philippines

WHG Customer Services Philippines, Inc. is part of the William Hill Group, one of the world's leading Gaming companies. Founded in 1934 in the UK, William Hill Group is the UK's largest bookmaker. With over 1,000 colleagues, Manila principal activities are to engage in, operate and maintain the business of providing BPM services, business support functions and IT enabled services. Our scope of work also includes data entry and encoding, back-office operations, customer support and services functions, general HR functions, business planning, accounts payable and receivable management, general financial support services.

Part of customer operations and sits in operational shared services, Insights and analytics team is responsible for analyzing data to extract valuable insights and trends that can inform decision-making and strategy within an organization. These teams use various tools and techniques to process and interpret data, such as data visualization, statistical analysis, and machine learning algorithms using conversational analytics tool.

The role is crucial in overseeing the collection, analysis, and interpretation of data to provide valuable insights and recommendations to support decision-making within an organization. This role would be responsible for developing and implementing data-driven strategies to optimize business performance, identify trends, and drive growth.

Role responsibilities:

  • Responsible for attaining business performance through the effective implementation of the Analytics program.
  • Overall responsible for gathering, analyzing, and compiling data to identify trends and patterns using appropriate analytics and statistical techniques.
  • Creation of long-term plans, managing projects, and working with other functions to ensure data insights are aligned with business strategies.
  • Work closely with the operations team and other functions to carry out analytics initiatives and facilitate best practice sharing and driving operational excellence.
  • Support business reviews and cross-function projects through the collection, analysis, and interpretation of data to provide valuable insights and recommendations to support decision-making.
  • Enhanced current team capability through the identification of any training or skills gap.
  • Oversee the conversation analytics tool and optimise its capability.
  • Engage with business stakeholders to drive insights and analytics initiatives.
  • Serves as subject matter expert when it comes to data management.

Required skills and experience:

  • Recognized as an expert in data analytics function within the organization.
  • Has specialized depth and/or breadth of expertise in data analytics in customer operations settings.
  • Interprets internal or external issues and recommends solutions/best practices.
  • Solves complex problems; takes a broad perspective to identify solutions in customer operations.
  • Can work independently, with guidance in only the most complex situations.
  • At least 5 years experience as an analytic manager in a customer operations setting or in any similar capacity.
  • In-depth knowledge of industry practices in conversation analytics or speech analytics technology.
  • Proven track record in managing and delivering data analytics projects.
  • Advanced reporting skills and the use of different analytical tools are required.
  • Experienced in creating storytelling through data for various stakeholders.
  • Guides others in resolving complex issues and solves complex problems with implications on cross-functional business processes and outcomes.
  • Serves as a subject matter expert in data analytics and applies knowledge of strategies that can be deployed within the organization.
  • Experienced in leading functional teams or projects. Excellent analytical and problem-solving skills with the ability to translate data into actionable insights.
  • Strong communication and interpersonal skills, with the ability to lead and collaborate effectively at all levels.
  • Ability to work independently and take ownership of projects.

Education:

  • Bachelor's/College Degree in any 4-year course.

Desired skills and experience:

  • A strong understanding of iGaming regulations and responsible gambling practices is an advantage.
  • Passion for the iGaming industry and commitment to building a customer-centric culture of excellence.
  • Data analytics industry accepted certifications.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Analyst
  • Industries: Entertainment Providers
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