Customer Care Analytics & Process Improvement Analyst

HCLTech

Taguig

Hybrid

PHP 469,000 - 670,000

Full time

5 days ago

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Job summary

Sapsf in the Philippines is seeking a dedicated Support Analyst - Customer Care to enhance operations through reporting and data management. This role focuses on identifying issues, streamlining processes, and implementing impactful solutions within delivery enablement projects.

The analyst will collaborate cross-functionally to ensure seamless integration of enhancements and drive improved outcomes. The position requires strong analytical skills, excellent communication, and a solid

Qualifications

Experience in contact center operations and customer service processes.
Strong analytical skills to interpret data and derive insights.
Excellent written and verbal communication for reporting.
Familiar with process mapping and documentation techniques.
Outcome-focused with ability to drive improvements and meet goals.

Responsibilities

Analyze business operations to identify issues and improve overall efficiency using contact center knowledge.
Streamline workflows by developing and implementing project-tailored solutions aligned with service goals.
Produce reports and analyses using analytical tools to inform decisions and drive improvements.
Collaborate with cross-functional teams to integrate enhancements and maximize project outcomes.
Apply analytical tools to monitor metrics and propose strategic initiatives for ongoing optimization.