Business Operations Data Analyst
Global Payments Inc.
Date: 3 hours ago
City: Quezon City
Contract type: Full time
Description
PURPOSE
Leverage data-driven insights from proprietary systems to inform and enhance contact center operations and business decision-making. Extract, analyze, and interpret complex data sets to identify trends, patterns, and opportunities that support customer service strategies and operational improvements. Transform the data into relatable actionable intelligence, to drive operational efficiency, optimize performance, and foster data-informed culture within the contact center organization. This role is crucial in bridging the gap between data science and operational strategy, ensuring that data serves as a pivotal asset in achieving team and organizational goals.
Key Responsibilities
PURPOSE
Leverage data-driven insights from proprietary systems to inform and enhance contact center operations and business decision-making. Extract, analyze, and interpret complex data sets to identify trends, patterns, and opportunities that support customer service strategies and operational improvements. Transform the data into relatable actionable intelligence, to drive operational efficiency, optimize performance, and foster data-informed culture within the contact center organization. This role is crucial in bridging the gap between data science and operational strategy, ensuring that data serves as a pivotal asset in achieving team and organizational goals.
Key Responsibilities
- Works as part of a high-performing team supporting the contact center operations, using data analysis to drive performance, customer satisfaction and operational efficiency.
- Embraces our corporate mission and culture while fostering an environment that empowers our teams to passionately represent our customers. Supports and actively contributes to organization and department initiatives. Collaborating with contact center stakeholders and operational leaders to identify problems, needs, and opportunities
- Data Collection & Management: Gather, clean, and manage large sets of data from multiple sources (internal databases, spreadsheets, third-party applications). Data Analysis: Analyze Contact Center Operational data to identify trends, patterns, and correlations that support service improvement and customer experience decisions.
- Reporting & Visualization: Create clear and concise reports, dashboards, and visualizations to present data insights to stakeholders.
- Stakeholder Collaboration: Work closely with relevant support teams impacting contact center performance (e.g. Workforce, Compliance Quality Assurance and Operations) to understand Contact Center needs and provide data-driven solutions.
- Performance Metrics: Develop and track key performance indicators (KPIs) to measure and optimize business operations.
- Forecasting & Modelling: Build forecasting models for workforce planning , call volumes and performance projections.
- Process Improvement: Suggest improvements to business processes and systems based on data findings to drive operational efficiency.
- Documentation: Maintain accurate documentation of data analysis methods, assumptions, and processes to ensure consistency and transparency.
- Prepares and assists with operational performance reporting for monthly business unit key management meetings. Maintains and contributes to business unit dashboard reports and other standard management information, ensuring data integrity in compilation of reports.
- Gather data from relevant contact center sub-functions (e.g. WFM, QA, Training).
- Creating reports and visualizations to communicate data results to stakeholders and decision-makers
- Perform miscellaneous job duties as assigned by Management
- Bachelor's degree in Business, Data Science, Mathematics, Economics, or a related field.
- 2 Years Relevant Experience
- Proven experience as a Data Analyst, Business Analyst, or in a similar role.
- Ability to combine technical knowledge with customer expectations to ensure best in class service is delivered to our customers
- Strong proficiency in data analysis tools and software (e.g. Excel, Sheets, Tableau) and the ability to learn new systems rapidly
- Solid understanding of data visualization and reporting tools.
- Strong analytical, problem-solving, and critical-thinking skills.
- Excellent communication skills, both written and verbal, with the ability to present complex data to non-technical stakeholders.
- Knowledge of statistical methods and modeling techniques is a plus.
- Distinguished interpersonal skills and tenacity to build rapport and strong
- relationships with both business and difficult conversations.
- Responsive, flexible, and open to process changes with aptitude to receive clear feedback
- Excellent written, verbal, and active listening skills
- Stellar time and attendance track record
- Responsive, flexible, and open to processing changes.
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