Operations Strategist

Job Description

As a key member of our elite team, you will play a pivotal role in driving business outcomes through strategic analysis and planning. This exciting opportunity involves working closely with stakeholders to identify areas of improvement and develop actionable recommendations.

Key Responsibilities:

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• Compile, analyze, review, forecast, and trend complex data to inform business decisions">
• Present insightful analysis and interpretation for operational and business review and planning">
• Support short and long-term operational / strategic business activities through analytical expertise">
• Develop recommended business solutions through research and analysis of data and business processes, implementing when appropriate">
• Support ad hoc operational/strategic business activities through analysis and reporting">
• Review and report on key operational metrics, including volume, average handle time, shrinkage, occupancy, utilization, attrition, and SLA/turnaround time">

Required Qualifications:

We are seeking candidates with 4+ years of Workforce Management (WFM) experience supporting Call Centers or Back Office (investigation/transactional) operations, as well as 3+ years of senior or executive level communication and/or presentation experience delivering detailed analyses and/or sound business cases or recommendations.

Candidates should also have 3+ years of experience with long-range planning, financial modeling, and complex data analysis of all contact center/back-office service area metrics, as well as 3+ years of experience identifying sources of data, consuming and rationalizing the data, defining key production indicators, and report building.

Experience handling complex operations and financial issues that may have division- or company-wide scope is also essential.

Candidates should be proficient in Workforce Management (WFM) software, including NICE, Aspect, Verint, and possess intermediate to advanced-level proficiency with PC-based software programs and automated database management systems (Excel and PowerPoint).

Proven solid analytical and critical thinking skills to identify trends and influence business decisions are crucial, along with excellent oral and written communication skills.

Preferred Qualification:

Experience in the Healthcare industry is desirable.

Additional Details:

This role involves setup, with a RTO period of 3-6 months, and a Night Shift schedule from 9pm onwards. The office location is QC, Taguig, Muntinlupa, Makati.