Contact Center Analytics & Insights Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Hammerjack Pty Ltd in the Philippines seeks an Analytics Professional to harness interaction analytics, uncover insights, and drive improvements in contact centre operations. You will bridge technology and business goals, delivering data-driven opportunities to enhance efficiency and customer satisfaction.

The role requires 3+ years in analytics, proficiency with SQL/Python/R, and experience with Verint or similar platforms, plus strong communication to stakeholders.

Qualifications

• Bachelor's degree or equivalent work experience.
• English proficiency at CEFR C1 or higher.
• Minimum 3 years in analytics, data science, or related role (preferably in contact centre).
• Proven expertise with analytics platforms/technology.
• Proficiency in data analysis tools (SQL, Python, R).
• Experience visualizing and reporting insights in leading reporting platforms.
• Familiarity with contact centre operations and metrics.

Responsibilities

• Use interaction analytics platforms to analyze customer interactions.
• Ensure data accuracy, integrity, and proper configuration across channels.
• Integrate multiple data sources to enrich insights.
• Identify trends, patterns, and customer sentiments.
• Develop KPIs related to customer experience and operations.
• Provide insights on agent performance and service quality.
• Translate data into actionable recommendations for stakeholders.
• Collaborate with Operations, WFM, and ICT teams to implement solutions.
• Create dashboards, reports, and presentations for stakeholders.
• Lead discussions, workshops, and feedback sessions.
• Provide ad-hoc analysis for business needs.
• Promote data-driven decision-making across teams.

Skills

SQL

Python

R

Data Viz

Verint

Analytics Platforms

Education

Bachelor's degree or equivalent

Tools

Verint

Job description

Hammerjack Pty Ltd in the Philippines seeks an Analytics Professional to harness interaction analytics, uncover insights, and drive improvements in contact centre operations. You will bridge technology and business goals, delivering data-driven opportunities to enhance efficiency and customer satisfaction.

The role requires 3+ years in analytics, proficiency with SQL/Python/R, and experience with Verint or similar platforms, plus strong communication to stakeholders.