
Manager, CX Advisory
2 days 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.
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:
- Must be amenable to both remote work setup and office work (as needed)
- US standard business operating hours
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us
Original Title: Manager, CX Advisory
Req Id: R25_04708
Posted At: Wed Oct :00:00 GMT+0000 (Coordinated Universal Time)
Management
Full Time
Pasay City, Philippines, 1300
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