CX Analytics Lead: Actionable Insights for Contact Centers

IASA, Inc.; Manila; On-site; PHP 480,000 - 720,000; Full time

Job summary

IASA, Inc. in Manila is seeking an analytics professional to harness interaction analytics technology in our contact centre operations.

The Analyst will research, analyse, and present actionable opportunities to improve efficiency, customer satisfaction, and operational excellence. You will collaborate with Operations, WFM, and ICT teams, create dashboards, and provide data-driven insights to support strategic decisions and product enhancements.

Qualifications

• Bachelor's degree or proven track record in analytics with data-focused background.
• Proficiency in SQL, Python or R for data manipulation and analysis.
• Experience with data visualization and reporting tools.
• Familiarity with contact centre analytics and CX metrics.

Responsibilities

• Utilize interaction analytics platforms to analyze customer interactions and derive insights.
• Ensure data accuracy and integrity across channels and data sources.
• Develop KPIs related to customer experience and operations.
• Create dashboards, reports, and presentations for stakeholders.
• Lead workshops and discussions to drive data-driven improvements.
• Provide ad-hoc analysis to support business decisions.

Skills

SQL

Python

R

Data analysis

Dashboarding

Education

Bachelor's degree in Business, Analytics, Computer Science, Information Technology or related fields

Tools

Verint

Job description

IASA, Inc. in Manila is seeking an analytics professional to harness interaction analytics technology in our contact centre operations.

The Analyst will research, analyse, and present actionable opportunities to improve efficiency, customer satisfaction, and operational excellence. You will collaborate with Operations, WFM, and ICT teams, create dashboards, and provide data-driven insights to support strategic decisions and product enhancements.