Operational Intelligence Specialist

3 days ago

Manila, National Capital Region, Philippines beBeeDataAnalyst Full time ₱900,000 - ₱1,200,000
Job Description

We are seeking an accomplished Data Analyst to join our team in Manila. As a key member of the Support Operations group, you will bridge the gap between our data warehouse and operational reporting. Your expertise in SQL will be instrumental in validating datasets, building trusted connections, and ensuring the accuracy of all reporting for Workforce Management and broader Support functions.

You will play a crucial role in scaling our AI-driven support initiatives by delivering insights on automation impact and tracking the performance of AI solutions across channels.

Your responsibilities will include writing and optimizing complex SQL queries to extract, join, and transform support and workforce-related datasets. You will also conduct rigorous data validation to ensure accuracy and consistency across reporting tools, dashboards, and source systems.

Apart from these tasks, you will own the data layer powering all WFM reporting—adherence, staffing, scheduling, productivity, and real-time performance. You will build dashboards and deliver insights on AI-powered support performance, including deflection rates, containment, and resolution quality.

You will track and analyze customer interaction trends across support channels, including AI-assisted and automated workflows. Furthermore, you will present clear and precise information regarding the state of the business.

To succeed in this role, you should have a strong command of SQL, with experience in Looker or similar database systems. You should also have a proven track record of validating large datasets across multiple systems and resolving discrepancies.

Familiarity with support platforms and common support metrics is essential. Additionally, you should have a solid understanding of AI and automation in support, as well as how to measure their impact.

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