
Assistant Manager, CXA Analytics
1 day ago
Job Description
It's fun to work in a company where people truly BELIEVE in what they are doing
We're committed to bringing passion and customer focus to the business.
Job Summary
The Associate Manager supports the CX Advisory team by designing and maintaining dashboards, analyzing data, identifying trends and root causes, evaluating calls, cleaning data, and delivering actionable insights to improve business performance. This role requires a detail-oriented professional with strong analytical, communication, and project management skills. Senior-level specialists will also be expected to manage stakeholders, lead initiatives, and perform advanced analytics and storytelling.
Key Responsibilities
Data Analysis & Insights
Perform foundational to advanced analysis of operational and customer satisfaction data. Identify trends, gaps, and opportunities using tools like Excel, Power BI, Tableau, and statistical applications. Conduct root cause analysis and translate findings into actionable insights.
Dashboarding & Reporting
Design, build, and maintain business intelligence dashboards. Generate regular and ad-hoc reports, ensuring accuracy and consistency.
Call Evaluations & Quality Review
Evaluate call data to assess agent performance and call quality. Provide feedback and recommendations to improve customer interactions.
Data Preparation & Scrubbing
Clean, prepare, and merge data from multiple sources ensuring accuracy and integrity.
Stakeholder Management & Communication
Build strong relationships with internal stakeholders. Present insights and action plans to stakeholders. Proactively manage deliverables.
Process Improvement & Project Management
Collaborate on the development and implementation of process improvements. Lead or support analytics projects ensuring timelines and objectives are met.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us
Original Title: Assistant Manager, CXA Analytics
Req Id: R25_03838
Posted At: Thu Sep :00:00 GMT+0000 (Coordinated Universal Time)
Management | Information Systems
Full Time
Pasay City, Philippines, 1300
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