Key Support Operations Data Analyst

1 day ago

Manila, National Capital Region, Philippines beBeeData Full time $60,000 - $80,000
Job Title:

Support Operations Data Analyst


About the Role:

We're seeking a skilled Data Analyst to connect our data warehouse and operational reporting, validate datasets, build trusted data connections, and ensure reporting accuracy for Workforce Management and broader Support functions. This role will help scale AI-driven support initiatives by delivering insights on automation impact and tracking AI performance across channels.

This is a dynamic opportunity for an experienced Data Analyst who is passionate about data validation and integrity. The successful candidate will work closely with Workforce Management, BI, and Support leadership to ensure reporting—from ticket trends to staffing insights to AI performance—is based on validated data.

Responsibilities:
  • Write and optimize complex SQL queries to extract, join, and transform support and workforce-related datasets
  • Conduct rigorous data validation to ensure accuracy and consistency across reporting tools, dashboards, and source systems
  • Develop innovative solutions to resolve data issues
  • Own the data layer powering all WFM reporting—adherence, staffing, scheduling, productivity, and real-time performance
  • Build dashboards and deliver insights on AI-powered support performance, including deflection rates, containment, and resolution quality
  • Track and analyze customer interaction trends across support channels, including AI-assisted and automated workflows
  • Present clear, precise information regarding the state of the business
  • Collaborate with BI and engineering to correct logic errors, improve data structure, and ensure reporting reliability
  • Partner with stakeholders to define key metrics and performance indicators related to both agent and AI-driven support
  • Document data definitions, logic, and processes to maintain clarity across systems
Requirements:
  • 2+ years in a data analyst role with strong SQL skills (window functions, CTEs, aggregation, optimization)
  • 2+ years of experience with Looker or equivalent BI tools
  • Experience validating large datasets across multiple systems and resolving discrepancies
  • Familiarity with support platforms (Zendesk, Assembled, Zoom Phone) and common support metrics (CSAT, SLA, AHT, deflection)
  • Understanding of AI and automation in support and how to measure impact (containment, escalation, satisfaction)
  • Experience building clean dashboards in Looker, Tableau, or similar tools
  • Strong communication skills to explain query logic and discrepancies to technical and non-technical partners
  • Detail-oriented with a focus on data accuracy and reporting reliability
Benefits:
  • Health and well-being benefits
  • Financial security and compensation enhancements
  • Time off and work-life balance
  • Professional development opportunities
  • 15 paid vacation days and 15 paid sick days
  • Holidays and leave for personal reasons

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