Manager, CXA Analytics

3 days ago

Pasay P, Philippines VXI Global Solutions Full time ₱900,000 - ₱1,200,000 per year

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.

Job Summary:

The Analytics Manager (IC) will be responsible for building and designing reporting dashboards, performing advanced analysis, managing projects, conducting root cause analysis, evaluating calls, scrubbing data, managing stakeholders, mining insights and storytelling, improving processes, and mentoring analytics specialists.

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:

  • Remote work setup with 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, CXA Analytics

Req Id: R25_03839

Posted At: Wed Oct :00:00 GMT+0000 (Coordinated Universal Time)

Management | Information Systems

Full Time

Pasay City, Philippines, 1300

  • Assistant Manager, CXA Analytics

    1 week ago

    Pasay P, Philippines VXI Global Solutions Full time ₱900,000 - ₱1,200,000 per year

    Job DescriptionIt'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.Job Summary The Associate Manager supports the CX Advisory team by designing and maintaining dashboards, analyzing data, identifying trends and root causes, evaluating calls, cleaning data,...

  • Finance / Accounting Manager

    3 days ago

    Makati P, Philippines Mohs Analytics Full time

    Job Title: Finance and Accounting ManagerJob Summary:The Finance and Accounting Manager is responsible for overseeing the daily operations of the accounting department, ensuring accurate financial reporting, compliance with government regulations, and timely submission of statutory requirements. This role also involves managing payroll, tax filings,...

  • Analytics Procurement Assistant Manager

    5 days ago

    Pasay, National Capital Region, Philippines Newport World Resorts Full time ₱1,200,000 - ₱2,400,000 per year

    JOB SUMMARYThe Analytics Procurement Assistant Manager is responsible for leading the collection, analysis, and reporting of comprehensive procurement data to provide strategic insights and drive data-informed decision-making across all procurement functions, including strategic sourcing, category management, and the source-to-pay process. This role involves...

  • HR Generalist Manager – Recruitment, Training, and Analytics

    5 days ago

    Pasay, National Capital Region, Philippines SM Investments Corporation Full time $90,000 - $120,000 per year

    Job SummaryThe HR Generalist – Recruitment, Training, and Analytics Manager will serve as a strategic individual contributor responsible for key HR functions that directly impact business growth. This role will oversee talent acquisition strategies, learning and development programs, and HR data analytics to enable informed decision-making across the...

  • 2022 Digital Analytics Specialist

    2 weeks ago

    Pasay, Philippines Cebu Pacific Air Full time

    About Cebu Pacific Air Cebu Pacific first took to the skies on March 8, 1996, flying from Manila to its hometown Cebu. It has since been committed to flying where Filipinos are – from its first international flight to Hong Kong back in 2001 to its first low-cost long-haul flight to Dubai in 2013. Your role Manage / Support Analytics - related rollouts to...

  • Corporate Strategy Manager

    4 weeks ago

    Pasay, Philippines SM Supermalls Full time

    Overview Corporate Strategy Manager – Financial Planning & Analytics. Assists the Vice President for Corporate Planning and Strategy in macro-level planning sessions with key SCMC and SMPH stakeholders to develop corporate strategies aligned with business objectives, including occupancy, revenue growth, net income growth, and efficiency improvements....

  • Enterprise Analytics Specialist

    2 weeks ago

    Pasay, National Capital Region, Philippines Cebu Pacific Air Full time $40,000 - $80,000 per year

    DepartmentENTERPRISE ANALYTICSEmployee TypeProbationaryCebu Pacific fosters a culture of innovation and sustainability. Our Corporate Strategy Department is at the heart of shaping the airline's future, crafting organizational goals and strategies that align with our long-term vision as an Airline of choice. At Cebu Pacific, are committed to delivering...

  • Manager, CX Advisory

    3 days ago

    Pasay P, Philippines VXI Global Solutions Full time ₱1,500,000 - ₱2,500,000 per year

    Job DescriptionIt'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 performanceUtilizes tools such as Excel, Power BI,...

  • BPO Performance Maximization Supervisor

    3 weeks ago

    Pasay, Philippines EPX: EPERFORMAX CONTACT CENTERS Full time

    Overview BPO Performance Maximization Supervisor - Analytics Responsible for coaching, reporting, and team development within the Analytics function to maximize performance across the program. Responsibilities Analyze performance by conducting individual coaching sessions on a bi-weekly basis or more frequently, as needed, using ePerformax’s COACHing...

  • Portfolio Analytics Analyst

    2 weeks ago

    Pasay, National Capital Region, Philippines Infinit-O Full time ₱1,200,000 - ₱2,400,000 per year

    Infinit-O is the trusted, customer-centric, and sustainable leader in Business Process Optimization. We empower finance and healthcare organizations to thrive in a digital-first world by combining specialized industry expertise and innovative technology for 20 years.We navigate complex industry landscapes to drive transformative outcomes, helping businesses...