Dashboarding, Insighting and Operational Analyst

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description Enhance customer experience and driving business growth through data-driven analytics and reporting.
1. Collecting, analyzing, and distributing data to pinpoint operational deficiencies and customer pain points within the organization.
2. Preparation of detailed weekly and monthly customer reports that provide valuable insights for decision-making and strategic planning.

DUTIES AND RESPONSIBILITIES:

Customer Analytics (analyze statistical data to identify operational gaps and customer pain points)

• Collect, organize, analyze, and disseminate significant amount of information with attention to detail and accuracy.

•  Interpret data, analyze results using statistical techniques 

• Provides strategic and analytical insights around quantitative analyses, processes, and validations.

• Synthesize data by reporting actionable results to internal partners

• Correlates Net Promoter Score (NPS) with customer behavior and experience data. Identifies drivers of promoters and detractors, and allows analysis of individual factors.

• End to end analysis to identify operational gaps and for improvement

• Prepare weekly and monthly customer reports, developing relevant metrics

• Proactively analyze call drivers, determine root cause and make recommendations for process improvements.

• Develop reports, dashboards, and processes to continuously monitor data quality and integrity

• Responsible for data gathering and analysis of concern type centered to business needs.

• Refine data to accelerate returns with unique and customer-specific use cases for NPS & churn, customer profiling and customer engagement.

KPIs:

1. NPS Improvement over time, reflecting improvements in customer satisfaction and loyalty.

2. Call Driver Analysis by proactive analys, root causes determined, and process improvements recommended, indicating efficiency in addressing customer pain points.

3. Data accuracy and integrity of customer data gathered and analyzed, ensuring that insights and recommendations are based on reliable information for operational improvements.

TOP 3-5 DELIVERABLES:

1. Develop a comprehensive report that synthesizes data analysis results, identifies operational gaps, and provides actionable insights for internal partners.

2. Create dashboards (NPS and Churn) that correlates in the analysis of customer behavior and experience, identifying drivers of promoters and detractors for strategic decision-making.

3. Establish processes and dashboards to continuously monitor data quality and integrity, ensuring accurate and reliable analysis for customer analytics."

SKILLS

Problem solving and critical thinking

Effective Communication

Delivery excellence

COMPETENCIES:

Customer Research and Understanding

Communication and Presentation (with Content Creation/ Creative Writing)

Project Management

Basic Contact Center / BPO Foundations

HIRING REQUIREMENTS:

• Minimum educational attainment of bachelor's degree

• Proficient in data manipulation and willing to explore other reporting platform

• Able to draw complex data to a simplified representation 

• Can analyze trends and make recommendations in relation to contact center metrics

• Supports continuous improvement to achieve operational efficiency; identifies and recommends improvements in processes

• Proactively taking initiative and going beyond his call of duty

• Can work comfortably in a cross-functional setting

Equal Opportunity Employer
Globe's hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.

Globe's Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

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