Job Description

Qualifications

• Undergraduate degree or equivalent experience
• At least 3-5 years of experience in reporting and analytics
• Demonstrate understanding of applicable performance metrics and data (e.g., AHT, ASA, service levels, performance guarantees, abandon rates, call defect rates, adherence)
• Experience working in the BPO/Contact Center Industry
• Experience in developing dashboards, visualizations and understandable reports for the business
• Good analytical skills with experience collecting, organizing, analyzing, and disseminating abundant information with accuracy
• Excellent communication, collaboration, time/project management, problem solving, organizational, and analytical skills.
• Must have - Intermediate to Advance Excel, Access, Excel dashboarding experience.
• Experience in using SQL, OBIEE, Tableau, Power BI.
• Proficient with Microsoft Office Suite or related software

Primary Responsibilities:

• Analyzes and investigates
• Provides explanations and interpretations within area of expertise
• Perform real-time analyses of performance data and respond appropriately (e.g., monitor intra-day activities, adjust schedules, perform trend analyses)
• Perform historical data analyses of performance data to identify trends/patterns, and make appropriate recommendations (e.g., call volumes, intra-day patterns, root cause analysis)
• Gather workforce metrics/data and distribute reports (e.g., call volumes, AHT, adherence, MIS reports) to applicable audiences (e.g., agents, management)
• Communicate findings of data analyses and recommendations to appropriate stakeholders (e.g., presentations)
• Collaborate with applicable stakeholders to review current performance data and identify coverage opportunities (e.g., Operations, NOC, Planning/ Forecasting)

Job Type: Full-timeSalary: Php44,000.00 - Php60,000.00 per monthSchedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Anniversary bonus
• Bonus pay
• Performance bonus
• Quarterly bonus
• Yearly bonus

Ability to commute/relocate:

• Taguig City: Reliably commute or planning to relocate before starting work (Required)