Customer Insights Researcher & Analytics Lead

FirstBPO Business Process Outsourcing; San Pablo; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Competitive compensation

Performance-based incentives

Flexible work arrangements

Health and wellness programmes

Career development

Training opportunities

Work-life balance

Job summary

FirstBPO Business Process Outsourcing is seeking a dedicated Researcher to join our Call Centre & Customer Service team in San Pablo City, Laguna. You will blend data analysis with customer insights to support operations and drive decisions, with opportunities to grow into supervisory roles.

The role emphasizes research methodologies, data collection and reporting. You will collaborate with call centre teams, prepare detailed reports, and help develop quality assurance processes while

Qualifications

• Bachelor's degree in a relevant field is preferred.
• Experience in supervisory or team-leading capacity is advantageous.
• Strong analytical and communication skills with ability to present findings to diverse audiences.
• Proficiency in research methodologies and data collection techniques.

Responsibilities

• Conduct comprehensive research projects to gather, analyse and interpret data relevant to customer service operations and call centre performance.
• Identify trends, patterns and insights from customer interactions and operational metrics to inform strategic recommendations.
• Collaborate with call centre teams and supervisors to address pain points and develop research frameworks.
• Prepare detailed research reports and presentations for stakeholders at all levels.
• Support the development and implementation of quality assurance processes based on research findings.
• Conduct competitor analysis and industry benchmarking to keep FirstBPO competitive.
• Assist with training and knowledge transfer to ensure team adoption of research outcomes.
• Manage research projects from conception through completion with timelines and quality.
• Liaise with multiple departments to align deliverables with objectives.

Skills

Analytical thinking

Strong communication

Research methodologies

Data collection techniques

Statistical analysis

Experience in call centres

Excel

Data visualisation tools

Independent worker

Attention to detail

Problem solving

Supervisory potential

Education

Bachelor's degree in Business/Data Science/Psychology/Economics

Tools

Microsoft Excel

Data visualisation platforms

Job description

FirstBPO Business Process Outsourcing is seeking a dedicated Researcher to join our Call Centre & Customer Service team in San Pablo City, Laguna. You will blend data analysis with customer insights to support operations and drive decisions, with opportunities to grow into supervisory roles.

The role emphasizes research methodologies, data collection and reporting. You will collaborate with call centre teams, prepare detailed reports, and help develop quality assurance processes while