Senior Business Intelligence Analyst

About KMC

At KMC Solutions, we make it easy for the world's fastest-growing companies to scale in the Philippines. As the country's leading provider of flexible office space and Employer of Record (EOR) services, we help businesses expand without the red tape—offering a faster, easier path to growth in the Philippines.

Our Client

US-based award-winning, market leader in the smart home IoT category that is focused on bringing together deep expertise in product design, wireless connectivity and RF engineering, cloud infrastructure and leading-edge AI capabilities to create a seamless smart home experience for Arlo users that's easy to setup and a joy to interact with every day. They are a passionate and diverse group of thought leaders, creators, and developers across all disciplines dedicated to changing how people protect and connect with the people and things they love.

Role Overview

You are a strategic and results-driven leader joining the Customer Care team as Sr. Business Intelligence Analyst. You have a strong analytical mindset, a deep understanding of contact center operations, and a passion for improving customer experience through data. You will support the Customer Care Operations team by delivering data solutions that enable actionable insights to improve service performance, optimize labor spend, and drive cost efficiency across contact center functions.

Responsibilities

Contact Center Business Intelligence

• Build and enhance business intelligence (BI) solutions, including dashboards, scorecards, and automated reports to support data-driven decision-making across the organization.

• Design, build, and maintain interactive dashboards and reports to track key performance indicators (KPIs) for various stakeholders.

• Translate business needs into data requirements and ensure data accuracy and integrity across platforms.

• Conduct budget and cost analysis to support strategic planning and operational efficiency.

• Prepare executive-level summaries and presentations for leadership reviews, highlighting key insights and performance trends.

• Recommend action plans based on findings to improve outcomes and drive continuous improvement.

• Stay current on industry best practices and emerging tools in analytics, contact center operations, and customer experience.

(VOC) Voice of the Customer BI Development

• Design, develop, and implement a comprehensive Voice of the Customer (VoC) dashboard that consolidates feedback from key listening posts beyond customer tickets, including social platforms, review sites, and community forums.

• Leverage these insights to identify customer sentiment, emerging trends, and recurring issues, helping shape data-driven initiatives that improve customer experience and operational performance.

Continuous Improvement

• Enable analysis of contact center performance metrics to identify trends, gaps, and opportunities for improvement.

• Drive a culture of continuous improvement by collaborating to identify inefficiencies, recommend process enhancements, and implement data-driven solutions to optimize contact center performance, OPEX, and customer experience.

• Collaborate with cross-functional teams (operations, IT, product, training, etc.) to support initiatives that improve customer experience and operational efficiency.

• Support strategic projects including technology enhancements, workforce planning, and quality improvement initiatives.

Qualifications

• Bachelor's degree in Business, Data Analytics, Information Systems, or related fields. Master's Degree is a major advantage.

• 5+ years of experience in a business analyst role, with at least 3 years supporting contact center operations.

• Proven experience leading VoC or customer feedback analysis initiatives.

• Strong proficiency in data visualization tools such as Tableau, Power BI, or similar platforms.

• Advanced Excel skills; experience with SQL or other data querying languages is a plus.

• Solid understanding of contact center technologies (e.g., CRM, ACD, IVR, QA platforms).

• Exceptional analytical, problem-solving, and storytelling skills using data.

• Experienced in presenting to and influencing senior stakeholders. Core Competencies

• Analytical Thinking – Ability to break down complex problems and identify root causes through data.

• Customer Focus – Deep commitment to understanding and improving customer experience.

• Communication – Strong written and verbal communication skills; able to explain data to non-technical audiences.

• Collaboration – Works well with cross-functional teams and builds strong relationships across the organization.

• Initiative – Self-starter who proactively identifies opportunities for improvement.

• Attention to Detail – Meticulous data quality, documentation, and reporting accuracy.

Other Work Details

• Schedule: Monday – Friday supporting US business hours

• Work location: Daily onsite at One Ayala, Makati City

• Employment status: Probationary to Regular Employment

• Reporting to: Director, Customer Care Operations