CX Insights Analyst — Interaction Analytics

Cygnific Manila; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

Cygnific Manila is seeking an Analytics Specialist to maximize the potential of our interaction analytics tech in the contact centre. You will research, analyse, and present actionable opportunities to improve efficiency, customer satisfaction, and operational excellence.

Collaborating with Operations, WFM, ICT teams, you will create dashboards, KPIs, and insights, enabling data-driven decisions and training to drive service quality and productivity.

Qualifications

• Bachelor's degree in Business, Analytics, Computer Science, Information Technology, or related field
• Proficiency in SQL, Python or R, and data analysis tools
• English and Dutch at CEFR C1 or higher; additional languages a plus

Responsibilities

• Data & Platform Analytics: use interaction analytics (e.g., Verint) to analyze customer interactions and ensure data accuracy across channels
• Insight Generation: identify trends, patterns and customer sentiments and develop CX/ops KPIs
• Recommendations & Business Impact: translate data into actionable recommendations; collaborate with Operations, WFM, ICT to implement solutions
• Continuous Improvement: monitor effectiveness of implemented solutions and promote data-driven decision-making

Skills

SQL

Python

Data viz

English & Dutch

Education

Bachelor's degree in Business/Analytics/CS/IT

Tools

Verint

SQL

Job description

Cygnific Manila is seeking an Analytics Specialist to maximize the potential of our interaction analytics tech in the contact centre. You will research, analyse, and present actionable opportunities to improve efficiency, customer satisfaction, and operational excellence.

Collaborating with Operations, WFM, ICT teams, you will create dashboards, KPIs, and insights, enabling data-driven decisions and training to drive service quality and productivity.