Call center agent
Job Description
Posted on 5 September 2025
Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports.
Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps.
Develops key driver analysis, statistical linkages and calibration between metrics.
Coordinates data feeds with Operations to provide data for analysis.
Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results.
Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation.
Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.
Contributes to recommendation/initiative development based on results of analysis.
Develop updates to reflect current status of activities; monitors progress against action plans; monitors contact center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics.
Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
Contributes to team objectives and outcomes.
Produces quality analysis or root cause work with minimal supervision; meets timing demands.
Qualifications/Requirements- Excellent written and verbal communication skills in Portuguese and English language
- Experience working in an international and cross-cultural environment
- Courteous with strong customer service orientation.
- Must be fluent in Portuguese and English speaking, reading, writing, and listening
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly.
- Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner
- Strong analytical, organizational and problem-solving skills
- Experience in software programs such as Microsoft Word, Excel, Microsoft Outlook and Internet
- Clarity of verbal communication (pace and tone)
- Excellent written communication (grammar)
Work location
ANGELES CITY, PAMPANGA
Remarks
Name of foreign national as it appears in passport: Kimiyasu WatanabeAddress: Angeles, Pampanga
Nationality: Japanese
Intended period of employment: 2 years
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