Insights Analytics Analyst - Remote

Emapta; Metro Manila; Remote; PHP 725,000 - 949,000; Full time

Benefits offered by this job

Competitive Salary Package

Night differential pay

Fixed weekends off

Permanent WFH arrangement

HMO coverage with dependent

Job summary

Emapta Philippines is hiring an Insights Analytics Analyst to transform millions of customer interactions into actionable business intelligence. You will manage advanced analytics platforms, uncover customer behavior trends, and deliver insights that influence operations and leadership decisions.

Enjoy global career opportunities, professional development, and a top 1% employee experience. The role is a full-time, permanent work-from-home position with a night shift.

Qualifications

• 3-5 years of experience in contact center analytics, quality analysis, speech analytics, interaction analytics, or operations analytics.
• Strong understanding of contact center operations, customer interaction workflows, and agent performance drivers.
• Hands‑on experience with interaction analytics or speech analytics platforms, preferably NICE CXone.

Responsibilities

• Configure and administer NICE CXone Interaction Analytics Advanced, including workspaces, categories, and datasets.
• Manage user roles, permissions, and agent attributes in coordination with the CXone Administrator across all applicable channels.
• Analyze customer interactions to identify trends, root causes, contact reasons, sentiment patterns, compliance risks, and self‑service opportunities.
• Build and maintain dashboards for Managers, QA, WFM, and Leadership using analytics features.
• Present data‑driven insights to leadership to support strategic decisions.

Skills

Interaction analytics

NICE CXone

Data analysis

Stakeholder communication

Cross-functional collaboration

Tools

NICE CXone

Job description

Emapta Philippines is hiring an Insights Analytics Analyst to transform millions of customer interactions into actionable business intelligence. You will manage advanced analytics platforms, uncover customer behavior trends, and deliver insights that influence operations and leadership decisions.

Enjoy global career opportunities, professional development, and a top 1% employee experience. The role is a full-time, permanent work-from-home position with a night shift.