Job Title :
Sr. Specialist, Global Analytic Insights
The Sr. Specialist, Operational Analytics will deliver analysis of call center performance and customer satisfaction data in support of operational improvement initiatives.
This position works on an analytic team to assess call center-controllable processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores.
The Analyst Operational Performance Analytics will interpret performance trends, identify root causes behind the trends, and then help support and champion performance improvement efforts.
Essential Functions / Core Responsibilities
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, cross-tabs or via other tools
Determines areas for focus and conducts analyses to understand the drivers of performance gaps
Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time
Coordinates data feeds with Operations to provide data for analysis
Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results;
serves as an extension of the Operational team; may document operational processes as input to improvement initiatives
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
Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results;
assists in testing of new / revised processes
Facilitates the implementation of action plans in collaboration with Call Center Operational units
Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met;
monitors call 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;
interacts with external clients to present analytic results and solution recommendations
Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans
Contributes to decisions regarding analytic design, information requirements and deliverable schedules
Bachelor’s degree in related field from a four-year college or university with two to four years related experience preferred
Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes
Strong attention to detail
Sense of professionalism and ability to develop relationships
Strong communication skills, both written and verbal
Strong customer service orientation
Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
Ability to work an emerging and rapidly changing environment
Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and / or process consulting experience preferred
Proficient in Microsoft Office
Exposure to Six Sigma methodology
Up to 10% travel may be required
Career Level Description
Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills. Analyzes possible solutions using standard procedures and principles.
Builds knowledge of the organization, processes and customers. Solves a range of straightforward problems. Receives a moderate level of guidance and direction.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.
They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
PHL Makati City - Glorietta
Language Requirements :
Time Type : Full time