Operational Insights Specialist

2 weeks ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeTimeInsight Full time $60,000 - $80,000
Job Role Overview

The role of a Time Insight Analyst plays a pivotal part in ensuring the smooth functioning of day-to-day operations by closely monitoring attendance, productivity, and performance metrics.

This position combines insights from internal tools and our central Reporting Team to provide real-time updates and actionable recommendations to Client Success Managers and Operations Managers. By identifying potential issues early—such as late logins, no-call no-shows, or productivity dips—the Reports Analyst helps protect client satisfaction, reduce attrition, and contribute to the overall success of client partnerships.

Detailed Responsibilities
  • Daily Monitoring and Analysis
    • Review attendance and productivity reports from internal tools and our central Reporting Team.
    • Monitor real-time dashboards for team member status, productivity levels, and performance anomalies.
    • Flag critical issues (e.g., late logins, no-call no-shows, prolonged inactivity) immediately to Ops/CSMs.
  • Reporting and Communication
    • Provide real-time alerts during shifts to help Ops/CSMs troubleshoot issues before they affect client perception.
    • Prepare daily summary reports on attendance, productivity, and performance trends.
    • Deliver weekly trend analyses that highlight recurring issues, risks, and improvement opportunities.
  • Collaboration and Support
    • Partner with Ops/CSMs to provide client-facing insights that support retention and growth efforts.
    • Work closely with Ops/CSMs to recommend corrective actions, such as coaching, training, or HR escalation.
    • Support Senior Director by consolidating data-driven insights into account health summaries.
  • Key Performance Indicators (KPIs)
    • Accuracy and timeliness of daily reports.
    • Response time for real-time alerts to Ops/CSMs.
    • Reduction of client escalations caused by attendance/productivity issues.
    • Contribution to lowering attrition through proactive monitoring.
    • Positive feedback from CSMs and Ops Managers on usefulness of insights.
Required Skills and Qualifications
  • Bachelor's degree in Business Administration, Operations Management, Data Analytics, or related field (preferred).
  • 1–2 years of experience in reporting, workforce management, data analysis, or operations support.
  • Experience in a BPO, healthcare, or client-facing services industry is an advantage.
  • Strong analytical and problem-solving skills.
  • High attention to detail and accuracy.
  • Proficiency with spreadsheets, reporting tools, and workforce monitoring systems.
  • Excellent written and verbal communication skills.
  • Ability to work under pressure and manage multiple priorities in real-time.
  • Proactive and resourceful mindset—able to recommend actions, not just report data.

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