Customer Service Business Analyst

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

CS Performance Analyst

The Customer Service Performance Analyst is responsible for driving operational excellence through data analysis, performance monitoring, workflow optimization, and cross-functional collaboration.

This role consists of 2 phases:

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. During this phase, the focus will be on building a holistic view of Customer Service operations while providing data-driven insights to support operational excellence.

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. The analyst will partner closely with relevant cross-functional teams to identify improvement opportunities, drive data-informed initiatives, and deliver measurable enhancements to both Customer Service operations and the associated business function.

Scope & Responsibilities:

Phase 1 – Overall Customer Service Performance

The analyst will support overall Customer Service operations across all business scenarios by monitoring operational performance, identifying improvement opportunities, and providing data-driven recommendations.

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.