CX Operations Specialist (Data & Insights)

Support Services Group (SSG) is a global provider of business process outsourcing (BPO) solutions, delivering high-quality customer support, technical assistance, and back-office services. Our commitment to innovation and operational excellence drives value for our clients and empowers our teams.

We are seeking a proactive and data-driven CX Operations Specialist (Data & Insights) to join our Mandaluyong team. In this role, you will harness data analytics and visualization to generate actionable insights, enabling strategic decision-making across the organization. Your expertise in Power BI and data storytelling will drive improvements in customer experience (CX) and employee experience (EX), fostering operational excellence and innovation.

Key Responsibilities:

• Develop and maintain monthly reports, delivering insightful analysis to guide leadership decisions.
• Utilize Power BI to design visually compelling dashboards that effectively highlight customer trends and operational performance.
• Interpret unstructured data, such as customer feedback, to uncover trends and actionable insights for CX and EX improvements.
• Present findings creatively and collaboratively to support CX initiatives and drive engagement.
• Partner with internal teams to align data-driven insights with business objectives and strategies.

Preferred Skills & Qualifications:

• 1-3 years in customer insights, analytics, or a similar data-focused role.
• Proficiency in Power BI for data visualization and reporting.
• Familiarity with CX data sources such as Voice of Customer (VoC), Salesforce, Quality Assurance (QA), and journey mapping.
• Ability to synthesize data into actionable strategies that bring the Voice of the Customer to the forefront.
• Experience with contact center systems (e.g., Cisco WebEx, Calabrio).
• Process mapping and documentation skills for operational efficiency.

What We Offer:

• Competitive compensation package
• Professional growth and development opportunities
• Collaborative and innovative work culture

Support Services Group (SSG) is a global leader in providing business process outsourcing (BPO) solutions for customer support, technical assistance, and back-office functions. We are committed to delivering world-class service and innovative solutions that drive client success.