CX Advisory Analytics Manager - Manila

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
• Familiar with BPO culture, process and systems

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