Job Title:
Consultant, Global Analytic Insights
Job Description
The Consultant, Global Analytic Insights 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 Consultant will interpret performance trends, identify root causes behind the trends, and then help support and champion performance improvement efforts.
Overview:
The Senior Analyst plays a crucial role in providing strategic business analysis services to our partners. This position emphasizes understanding the context, strategy, and processes of our and our clients’ organizations. The Senior Analyst partners closely with business units to gain in-depth insights into customer needs, services, and the overall business roadmap. This role is one where resourcefulness, flexibility with data approaches and methodologies, tenacity, and collaboration across various organizational functions are critical requirements for success. One should be capable of processing/transforming raw information into manageable and digestible data or generating data by listening to calls, reading chat logs, etc., when needed. The Senior Analyst is also expected to proactively assess the program to identify projects that enhance operations and finances. They are expected to focus on driving results across multiple areas (e.g. apply process improvement principles to streamline workflows, create/apply solutions for identified revenue opportunities, etc.).
Responsibilities:
Strategic Insight:
- Work in partnership with internal and client units to gain a comprehensive understanding of their business strategies, processes, and services.
- Comprehend the broader business environment in which the company operates, including industry trends, competitive landscape, and internal dynamics.
- Identify opportunities that are crucial in overcoming business challenges based on impact and value.
- Leverage collected insights, business environment intelligence, and data measurement for solution feasibility.
Process Review and Improvement:
- Understand, map and review assigned business processes from end-to-end.
- Identify operational, financial, and technological risks, and provide quantified mitigation strategies.
- Foster a culture of continuous improvement, encouraging the identification and exploration of innovative solutions.
Analytical Project Management/Participation:
- Scope and manage analytical projects, including timeline creation and documentation.
- Work together with operations and/or clients to understand business problems and processes.
- Conduct data analysis and present actionable and quantifiable recommendations.
- Implement and track the impact of recommendations to ensure value realization.
Communication and Relationship Management:
- Keep stakeholders informed through effective communication – manage clients’ previous and current needs, align tasks to appropriate departments, showcase project gains and victories, and advise of progress and potential showstoppers.
- Present analysis, findings, and other media to all levels of the organization including executives.
Data-Driven Decision Making:
- Utilize expertise in Information Systems to develop, set up, and manage coherent reports that contribute to the execution of action plans.
- Ensure data reliability and validity.
- Leverage data reporting to gain business insight and operationalize opportunities identified, with the possibility of employing statistical analysis for trend/insight validity.
Teamwork and Accountability:
- Ensuring client wins by initiating improvements and owning the business.
- Coordinate and contribute with team members and peers to implement solutions.
- Holds self accountable by following through on proposed initiatives, implementation, and outcomes.
Call-Related Tasks:
- Listen to live and recorded calls to generate data and/or spot quantifiable improvement opportunities and glean business insights.
- Assess customer emotions and satisfaction levels through sentiment analysis.
- Identify hindrances to issue resolution and ensure process compliance is consistent on customer interactions.
Qualifications:
Required
- Bachelor’s degree in related field from a four-year college or university with two to four years related experience.
- Strong analytical skills and ability to use descriptive statistics & predictive analytics methods to translate data into business insights.
- Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts.
- Ability to adjust and adapt to constantly changing business needs & priorities.
- Verifiable skill in following through with project/solutions implementation. Adept at leading solutions implementation from identification of opportunity and determining business case/potential value and ROI to results/ROI follow-through.
- Excellent communication and collaboration skills, with particular focus on promoting analysis and proposing solutions.
- Ability to work quickly and efficiently without direction or supervision for extended periods.
- Advanced/expert skills in the use of Microsoft Office applications.
- Demonstrated ability in creative problem solving and innovative solution development.
- Willing to align to a North American work schedule.
- Willing to work onsite fully or as needed on client/account/business needs.
Preferred
- Exposure to Python, SQL, Databricks and similar applications.
- Familiarity with machine learning concepts and technologies.
- Experience using AI tools to create solutions.
- Knowledge of Six Sigma or similar process improvement methodologies.
Location:
PHL Makati City - Glorietta
Language Requirements:
Time Type:
Full time
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