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Contact Center Analytics Professional

1 week ago

Taguig, National Capital Region, Philippines Sun Life Full time
Contact Center Analytics Professional

This role provides expertise in managing and analyzing data in a contact center environment, supporting the CCC team.

Key stakeholders will be operations leadership, human resources, business excellence, finance, and resource planning teams.

Key Responsibilities:

  • Support and maintain existing management information systems (MIS) to ensure accurate and timely data reporting.
  • Generate and distribute management reports to key stakeholders to inform business decisions.
  • Recommend updates to current MIS to enhance data analysis and reporting capabilities.
  • Analyze data periodically to provide insights and recommendations to improve business processes.
  • Develop and support MIS system for performance management and internal communication to drive business success.
  • Offer strong data analysis and reporting support to the management team to inform strategic decisions.
  • Generate both periodic and ad hoc reports as needed to meet business requirements.
  • Participate in cross-functional meetings to resolve recurring MIS-related issues and improve overall efficiency.
  • Provide data analysis support for special projects to drive business growth and innovation.

Key Skills:

  • Expertise in Excel and data analysis.
  • Strong problem-solving and analytical skills to drive business success.
  • Ability to produce meaningful results from data to inform strategic decisions.
  • Experience in consolidating and analyzing data sources to provide valuable insights.
  • Understanding of queuing theory and call center mathematics to optimize business processes.
  • Excellent written and verbal communication skills to collaborate effectively with stakeholders.
  • Superior collaborative working abilities to drive business outcomes.
  • Attention to detail and in-depth planning, organizational, and time management skills to manage multiple priorities.
  • Comfortable learning new applications quickly with minimal direction to adapt to changing business needs.
  • Experience forecasting in call center environments to drive business growth.
  • Experienced user of VBA and/or Tableau to analyze and present complex data insights.
  • IEX/Nice user to optimize business processes.

Seniority Level

Associate

Employment Type

Full-time

Job Function

Customer Service

Industries

Telephone Call Centers