Manager, CXA Analytics

3 days ago

Pasay, National Capital Region, Philippines VXI Global Solutions Full time ₱60,000 - ₱120,000 per year
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.

Responsibilities:
  • Reviews operational metric results and customer satisfaction results on daily/weekly/monthly basis to identify trends in performance
  • Utilizes tools such as Excel, Power BI, Tableau or other tools to analyze qualitative and quantitative data
  • Interprets the data to tell a story that answers business questions; looks for the so-what behind the numbers
  • Design and build business intelligence dashboards
  • Effectively communicate analysis in a way that business stakeholders understand
  • Proactively identifies performance gaps and analytic focus and manages deliverable schedules; meets delivery timelines
  • Coordinates data collection, cleansing, and merging of data from separate streams
  • Builds relationships with key stakeholders in Operations, quality, training, in order to understand processes and identify gaps that may be contributing to lower key metric results
  • Facilitates and conducts root cause exercises, such as, but not limited to: slicing of data, transcript reviews, verbatim analysis, round tables, and process documentation
  • Aids in developing, execution, and measuring operational changes that are expected to improve results
  • Presents key insights, solution recommendations, business cases and action plans to internal/external stakeholders
  • Consistently provides updates and progress of action plans and activities
  • Mentorship of analytics specialists
Qualifications:
  • Bachelor's degree in related field from a four-year college or university with two-three years related experience
  • Strong problem-solving skills
  • Project Management skills
  • Works well with minimal supervision yet uses appropriate resources
  • Good written and oral communication skills
  • Ability to communicate with all levels of management
  • Ability to travel periodically
  • Experience with contact centers and customer satisfaction
  • Experience with statistical concepts and applications; knowledge of predictive modeling a plus
  • PowerBI, Minitab, Python experience a plus
Preferred Qualifications:
  • Six Sigma certification
  • 2-3 years of experience in project management
  • Knowledge in Speech Analytics, AI and Machine Learning
Working Conditions:
  • Hybrid set-up
  • US standard business operating hours
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

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