Data Analyst

Concentrix; Philippines; On-site; PHP 420,000 - 610,000; Full time

Job summary

Concentrix is seeking a Data Analyst to join its offshore analytics team supporting Australian clients. You will design and maintain Power BI dashboards and reporting that deliver timely visibility into call centre performance.

You’ll collaborate with Data Analysts, Data Scientists, and Consultants to align outputs with client objectives and drive actionable insights across customer journeys and operational metrics.

Qualifications

• Experience designing and maintaining dashboards and reporting frameworks.
• Ability to provide timely, accurate visibility of call centre performance.
• Familiarity with operational metrics like AHT, FCR, CSAT, NPS.
• Collaborate with analysts and consultants to align outputs with client objectives.

Responsibilities

• Design, develop, and maintain Power BI dashboards and reporting frameworks that track call centre performance.
• Deliver SLA and operational reporting with actionable visibility.
• Support development of customer journey maps from data.
• Build interactive data visualisations communicating complex metrics clearly.
• Source, prepare, and analyze large datasets efficiently.
• Maintain knowledge of call centre metrics (AHT, FCR, CSAT, NPS, abandonment).
• Collaborate with Data Analysts, Data Scientists, and Consultants.

Skills

Power BI

Data Visualization

SLA Reporting

Data Analysis

Tools

Power BI

Job description

Job Description:

Job Title

Data Analyst

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Reporting Specialist/Analyst within Concentrix ANZ's offshore analytics team, will be responsible for designing and maintaining reporting frameworks, dashboards, and data visualisations that provide operational teams with timely, accurate visibility of call centre performance and service delivery outcomes for Australian clients.

Key Responsibilities

• Design, develop, and maintain Power BI dashboards and reporting frameworks that track and communicate call centre operational performance
• Deliver periodic Service-Level Agreement (SLA) and operational reporting that provides accurate, timely, and actionable visibility to internal operational teams
• Support the development of customer journey maps grounded in operational and performance data
• Build interactive and visually compelling data visualisations that communicate complex operational metrics clearly and efficiently
• Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability
• Maintain a strong working knowledge of call centre operational metrics including AHT, FCR, CSAT, NPS, and abandonment rate
• Collaborate with Data Analysts, Data Scientists, and Consultants to align reporting outputs with broader analytical and client objectives

Requirements