Assistant BI & Performance Insights Lead

Ibex Limited; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Ibex Limited in Manila is seeking a data-driven Client Performance Analyst to oversee KPI delivery and ensure alignment with contractual commitments across sites.

You will analyze VOC/CSAT, identify opportunities for performance improvements, and collaborate with internal teams and operations to drive data-informed action plans that enhance efficiency and customer satisfaction across our BPO programs.

Qualifications

• Experience in handling multiple LOBs across diverse industries.
• Experience collaborating with onsite and remote teams across geos.
• Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction.

Responsibilities

• Ensure client needs are met with high satisfaction while meeting contractual commitments.
• Identify ongoing KPI performance opportunities for the program.
• Drive consistency in KPI delivery across all sites.
• Partner with internal stakeholders to create data-driven action plans for agents and processes.
• Collaborate with operations to identify growth opportunities in metrics, processes, and coaching.
• Work with training to track performance of new hire metrics and provide feedback.
• Collaborate with training to address tenured agent training needs.
• Contribute to assessment, planning, and delivery of client QA initiatives.
• Analyze weekly VOC/CSAT and coordinate action plans with sites.

Skills

Data analysis

KPI management

BPO knowledge

Stakeholder collaboration

Performance improvement

Job description

Ibex Limited in Manila is seeking a data-driven Client Performance Analyst to oversee KPI delivery and ensure alignment with contractual commitments across sites.

You will analyze VOC/CSAT, identify opportunities for performance improvements, and collaborate with internal teams and operations to drive data-informed action plans that enhance efficiency and customer satisfaction across our BPO programs.