Operational Analytics Expert

3 days ago


Manila, National Capital Region, Philippines WHG Customer Services Philippines, Inc. Full time
Operational Analytics Expert Job Description

We are seeking an Operational Analytics Expert to join our team. This role involves leading the reporting cycle, creating presentation decks for stakeholders, and providing analytics to guide Operations in managing their KPIs.

Responsibilities:
  • Lead the reporting cycle, which includes data mining, report creation, report validation, report maintenance, and change management process.
  • Create relevant presentation decks for stakeholders using various platforms, i.e. Power BI, Tableau, Excel, SSRS, etc.
  • Provide reporting analytics and identify areas for improvement.
  • Partner with other WFM roles in recommending resolutions to identified areas for improvement to stakeholders.
Requirements:
  • Prior experience in a BPO or Shared Service Centre is required.
  • At least 3 years' experience in Real-Time Monitoring or Reporting is required.
  • Solid background on WFM policies and procedures is required.
  • Excellent verbal and written English communication skills are required.
What We Offer:
  • Competitive salary and bonus schemes.
  • Hybrid working arrangement allowing employees to work from home up to 40% of the time.
  • Paid Time Off (Service incentive leave) – 30 days leave on an annual basis, and an extra day for your birthday.


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