Global Analytic Insights

Shift: 9:00 PM -6:00 AM Manila Time

Location: Clark, IloIlo or Mactan (Any of these 3)

Work Set-Up: Full time onsite

What we are looking for:

Someone who has deep experience with qualitative and quantitative analysis, data analysis operational insights, Statistical Analysis, Root Cause Analysis

Very good communication skills

Technical Skills: SharePoint, Power Automate, Azure Blob Storage, Azure Databricks, SQL Python, Azure Databricks, Power BI, SQL, DAX, SharePoint, Power Automate, Azure Blob Storage, Power BI, Azure Databricks, SQL Python

Job Description Summary

The Consultant, Global Analytic Insights will deliver analysis of call center performance and customer satisfaction data in support of operational improvement initiatives. This position works on an analytic team to assess call center-controllable processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores. The Consultant will interpret performance trends, identify root causes behind the trends, and then help support and champion performance improvement efforts.

Essential Functions/Core Responsibilities

Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports

Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools

Determines areas for focus and conducts analyses to understand the drivers of performance gaps

Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time

Coordinates data feeds with Operations to provide data for analysis

Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives

Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation

Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes

Facilitates the implementation of action plans in collaboration with Call Center Operational units

Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics

Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations

Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans

Contributes to decisions regarding analytic design, information requirements and deliverable schedules

Candidate Profile

Six Sigma Blackbelt

Bachelor's degree in related field from a four-year college or university with two to four years related experience preferred

Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes

Strong attention to detail

Sense of professionalism and ability to develop relationships

Strong communication skills, both written and verbal

Strong customer service orientation

Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts

Ability to work an emerging and rapidly changing environment

Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables

Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred

Proficient in Microsoft Office