Operations Analyst
TTEC
Muntinlupa City, Metro Manila, National Capital, PH
6d ago

Operations Analyst

At TTEC, we’re all about the Human Experience. Elevated. As an Operations Analyst, 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 monitor performance, provide insights and recommendations relating to program performance indicators and program metrics.

You’ll also manage and support day-to-day operations, process, and reporting.

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

  • Communicate and partner with workforce management for real time tagging and corrections.
  • Audit and validate sales results and performance scores
  • Develop, coach, support operation leaders with administrative tasks inclusive of attendance, routing and escalation management.
  • Ensure program has the tools, systems, and support needed to perform their job.
  • Manage sending of reports efficiently on daily coaching packages containing sales data report, enrollments, net promote score, quality evaluations, open eligibility requests and escalations
  • What You Bring to the Role

  • Minimum 1-year experience in a support role
  • Must be knowledgeable in Microsoft Excel, Word and Office applications
  • High Analytical skills to identify trends, outliers, and performance behaviors
  • Ability to process data accurately and put together team statistics
  • Ability to work efficiently and create detailed documentation
  • Experience in utilizing Zoom, Microsoft Teams and Outlook
  • Initiative and resourceful in finding solutions to address on demand requests
  • 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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