Senior Business Data Analyst – Contact Center Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver data-driven strategic consulting services to Fortune 500 clients.

• Assist and execute client analyses.

• Participate in analytically focused projects from initiation to completion, including client communication, analysis, and the packaging/presentation of deliverables.

• Create measurement and analytic plans.

• Develop analytic deliverables and present them to both internal and client teams.

• Write and maintain Standard Operating Procedures and process documentation.

• Conduct documentation governance activities, including due diligence reviews, change management tracking, and program-record maintenance.

• Collaborate with cross-functional stakeholders to gather requirements, assess business needs, and provide solution recommendations through presentations and consultations.

• Define, shape, and convert business questions into analyses that lead to actionable outcomes.

• Offer insights on contact center operations and sales for a healthcare client.

• Deliver insights and recommendations through clear, confident presentations.

⛳️ Requirements

• Over 5 years of experience in contact center analytics.

• Expertise in SQL query construction.

• Capability to interpret analytic results and convert data into insights and strategic recommendations.

• Experience in managing large-scale customer databases, datasets, or tables and effectively communicating summarized analytical findings.

• Background in data cleansing and standardization.

• Understanding of statistical concepts, including significance testing and sampling.

• Proficiency in Excel, including the use of Pivot Tables.

• Fluent in PowerPoint.

• Ability to oversee small to medium-scale projects.

• Knowledge of contact center measurement and key performance indicators (KPIs).

• Experience with telephony systems is an advantage.

• Experience within the healthcare sector is a plus.

• Familiarity with multivariate statistics is beneficial.

• Working knowledge of SAS, Python, or R is an advantage.

• A graduate degree in business, economics, or quantitative methods is preferred but not mandatory.

• Background or experience in IT projects is a plus.

• Proficiency in Power BI and/or other data visualization tools is a plus.

• Experience in digital transformation or system integration projects is an advantage.

🏝️ Benefits

• Recognized as a Great Place To Work 2024-2025 certified employer.

• Committed to equal opportunity and fostering a diverse, inclusive workforce.

• Full-time employment.