Customer Experience Analytics & Performance Lead

VidaXL Services (PH) Inc.; Mandaluyong; On-site; PHP 391,000 - 580,000; Full time

Job summary

VidaXL Services (PH) Inc. is seeking a CS Performance Analyst in Metro Manila to drive operational excellence through data analysis, performance monitoring, and workflow optimization.

Phase 1 focuses on understanding overall Customer Service performance, metrics, and initiatives, followed by Phase 2 with specialization in a domain or high-frequency topic in collaboration with cross-functional teams.

Qualifications

• The Customer Service Performance Analyst is responsible for driving operational excellence through data analysis, performance monitoring, workflow optimization, and cross-functional collaboration.
• Phase 1 (First 3 Months) - the role will support overall Customer Service performance across all operational scenarios, gaining a comprehensive understanding of the business, operational workflows, key performance metrics, and ongoing initiatives.
• Phase 2 (After the Initial 3 Months) - Once fully onboard and familiar with the business, the role will transition into a specialized analyst position responsible for a designated customer experience domain or high-frequency customer contact topic.
• Scope & Responsibilities:
• Phase 1 – Overall Customer Service Performance
• Performance Monitoring & Reporting
• Monitor and analyze Customer Service operational performance across all support channels and business scenarios.
• Track key operational KPIs, including but not limited to: SLA, Resolution Time, First Contact Resolution (FCR), Customer Satisfaction (CSAT), Productivity per hour (PPH), Quality Audit Score, Escalation Rate, Backlog (SLA2), Attendance & Occupancy.
• Produce regular operational dashboards and performance reports for stakeholders.
• Ensure data accuracy and consistency across reporting systems.
• Operational Analysis
• Analyze 1st & 2nd line Customer Service Representative performance, activities, service quality and operational trends.
• Identify root causes of performance gaps and customer pain points.
• Deliver actionable insights to improve operational efficiency and service quality.
• Support workforce optimization through data-driven recommendations.
• Workflow & Process Optimization
• Monitor operational workflows and identify bottlenecks.
• Support ongoing Customer Service initiatives and improvement projects.
• Recommend process improvements that increase operational efficiency and scalability.
• Partner with Operations teams to implement and evaluate optimization initiatives.
• AI & Automation Performance
• Evaluate AI-assisted Customer Service performance and effectiveness.
• Measure AI contribution to productivity, customer experience, and operational efficiency.

Job description

VidaXL Services (PH) Inc. is seeking a CS Performance Analyst in Metro Manila to drive operational excellence through data analysis, performance monitoring, and workflow optimization.

Phase 1 focuses on understanding overall Customer Service performance, metrics, and initiatives, followed by Phase 2 with specialization in a domain or high-frequency topic in collaboration with cross-functional teams.