Contact Center Analytics & Communications Analyst

Travel + Leisure Co.; Morong; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Professional development funding

Discounted hotel stays

Job summary

Travel + Leisure Co. is seeking an experienced Analyst, Contact Center Communications to join our team. Develop reporting and analytics to drive performance, analyze large data sets, and design outreach strategies across outbound channels.

You will partner with leadership to communicate results and lead cross‑functional process improvements. Qualifications include 3+ years in contact center analytics, experience with predictive dialers, SQL/Snowflake, and BI tools.

Qualifications

• Minimum three (3) years of contact center experience, including predictive dialer administration.
• Dialer training (CISCO, Avaya, Noble) preferred.
• Technical proficiency in MS Office, VBA coding, SQL/Snowflake, and relational databases.
• Experience with BI reporting, Oracle, and MS Project preferred.
• Six Sigma and/or Lean certification preferred.
• Advanced analytical skills with demonstrated quantitative expertise.
• Knowledge of collections industry and regulatory environments (FDCPA, TCPA, CCPA, CFPB, Gramm‑Leach Bliley Act).
• Proven success in dashboard development and presenting recommendations to executive leadership.
• Strong communication skills and ability to lead a team of analysts.

Responsibilities

• Develop reporting and analytics to drive performance, improve compliance, and enhance efficiencies.
• Analyze large data sets and make recommendations based on business needs.
• Design communication strategies including outbound dialer campaigns, text messaging, email, letters, and live chat.
• Partner with leadership to proactively communicate strategies and results.
• Collaborate cross‑functionally to deliver process improvement initiatives.
• Manage dialer operations across multiple portfolios.
• Drive continuous improvement through proactive recommendations on strategies and outcomes.
• Support ad‑hoc projects as outlined by management.

Skills

Contact center analytics

Predictive dialer administration

SQL & Snowflake

BI reporting

Regulatory knowledge

Dashboard development

Leadership

Communication

Tools

MS Office

VBA

SQL/Snowflake

Oracle

MS Project

Relational databases

Job description

Travel + Leisure Co. is seeking an experienced Analyst, Contact Center Communications to join our team. Develop reporting and analytics to drive performance, analyze large data sets, and design outreach strategies across outbound channels.

You will partner with leadership to communicate results and lead cross‑functional process improvements. Qualifications include 3+ years in contact center analytics, experience with predictive dialers, SQL/Snowflake, and BI tools.