Contact Center Analytics & Communications Analyst

Travel + Leisure Global Support Services (Philippines) Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Retirement plans

Professional development funding

Hotel discounts

Private health cover

Job summary

Travel + Leisure Co. seeks an experienced Analyst, Contact Center Communications to develop analytics, dashboards, and reporting that drive performance and compliance.

You will analyze large data sets, design dialer and communication strategies, and partner with leadership to communicate results across portfolios. The role requires hands-on BI tooling, SQL/Snowflake, Oracle, and experience presenting to executives.

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.

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

Predictive dialer

Dashboard development

Analytical skills

Executive storytelling

Communication

Six Sigma/Lean

Tools

SQL/Snowflake

Oracle

MS Project

VBA

MS Office

Job description

Travel + Leisure Co. seeks an experienced Analyst, Contact Center Communications to develop analytics, dashboards, and reporting that drive performance and compliance.

You will analyze large data sets, design dialer and communication strategies, and partner with leadership to communicate results across portfolios. The role requires hands-on BI tooling, SQL/Snowflake, Oracle, and experience presenting to executives.