Senior Operations Analyst
TTEC
Pasay, Metro Manila, Philippines
1d ago

Senior Operations Analyst

At TTEC, we’re all about the Human Experience. Elevated. As a Senior Operations Analyst in Pasay (Five Ecom), you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.

What You’ll be Doing

Have a passion to solve work related puzzles? Are you looking for an opportunity to experience something new each day? In this role, you’ll manage the team responsible for monitoring performance, provide insights and recommendations relating to program performance indicators and program metrics.

You’ll also monitor performance and provide insights and recommendations.

You’ll report to the Manager, Service Delivery. You’ll impact the business, the teams you support and the various departments that you partner with on a consistent basis through your analysis and recommendations.

During a Typical Day, You’ll

  • Develop positive relationships
  • Complete Change Requests accordingly, including reviews of impacts to all departments and Contractual Alignment.
  • Detail-oriented management across multiple databases necessary to provide real-time support and feedback
  • Manage day-to-day operations, process, and reporting
  • Ensure associates have the tools, systems, and support needed to reach for amazing
  • Manage sending reports efficiently on daily coaching packages containing sales data report, enrollments, net promote scores, quality evaluations, open eligibility requests and escalations
  • Audit and validate sales results and performance scores
  • What You Bring to the Role

  • Preferably with 2-3 years’ experience in a leadership role.
  • Background in Team Management and Client Relations
  • Ability to work independently and create detailed documentation
  • Ability to process data accurately and put together team statistics and daily reports and templates.
  • Initiative and resourcefulness in finding solutions to address on demand requests
  • High analytical skills to identify program trends, outliers, and performance behaviors
  • Proficient in Microsoft Excel, Word and Office applications and experience in utilizing Zoom, Microsoft Teams and Outlook
  • What You Can Expect

  • Knowledgeable, encouraging, supporting and present leadership
  • Diverse and community minded organization
  • Career-growth and lots of learning opportunities for aspiring minds
  • And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
  • About TeleTech

    Our business is about making customers happy. That’s all we do. Since 1982, we’ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology.

    On behalf of many of the world’s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day.

    These exceptional customer experiences start with you.

    TeleTech is proud to be an equal opportunity employer. TeleTech embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams.

    We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work.

    As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way.

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