Insights Manager (OnSite)

Concentrix; Quezon City; On-site; PHP 334,800 - 558,000; Full time

Job summary

Concentrix in Quezon City seeks an experienced Insights Analyst with 3–6 years of experience in analytics and customer experience. The ideal candidate will analyze operational performance metrics, translate customer data into insights, and drive process improvements. Strong analytical and problem-solving skills are essential, along with experience in tools like SQL and Tableau. This role involves significant interaction with senior leadership and mentoring team members on best practices.

Qualifications

• 3–6 years of experience in Insights, Analytics, or related roles.
• Strong analytical foundation with experience in interpreting metrics.
• Proven expertise in root cause analysis and problem-solving methodologies.
• Ability to synthesize complex datasets into actionable insights.
• Experience partnering with Product and Business stakeholders.

Responsibilities

• Analyze operational performance metrics to uncover trends.
• Translate customer data into actionable insights.
• Identify risks and recommend data-driven solutions.
• Measure the impact of product and process changes.
• Present insights to senior leadership regularly.

Skills

Insights Analytics

Customer Experience

Data Analysis

Problem Solving

Communication Skills

Tools

SQL

Excel

Tableau

Looker

Job description

• Analyze operational performance metrics (SLAs, backlog, productivity) to uncover trends and efficiency opportunities and bridge the gap with action plans with clear success metrics.
• Translate VRR, CSAT, QA, and VoC (Voice of Customer) data into clear, actionable insights.
• Identify risks, opportunities that impact overall business performance and recommend data-driven nest practices and solutions tailored to customer behavior, demand patterns, and operational scalability.
• Identify product, process, tooling gaps, usability issues, and recurring pain points through data and qualitative feedback.
• Measure and report the impact of product, process and tooling changes on support metrics.
• Identify process bottlenecks and inefficiencies across support workflows and customer journeys and design scalable process improvement initiatives.
• Track and measure the effectiveness of improvement programs and iterate based on results.
• Ensure alignment across the team/sites as required and maintain accountability for outcomes.
• Proactively and regularly present insights (Quantitative and Qualitative) trends, and recommendations to senior leadership in a clear and compelling manner.
• Develop and evolve frameworks for insight generation, standardize insight generation practices across all the programs.
• Mentor team members on analytical thinking, storytelling, and data interpretation.
• Drive adoption of best-in-class tools and methodologies for insights and reporting.

Qualifications & Skills

• 3–6 years of experience in Insights, Analytics, Customer Experience, Operations, or related roles.
• Strong analytical foundation with hands-on experience in interpreting operational metrics (SLA, backlog, productivity) and customer metrics (VRR, CSAT, QA, VoC).
• Proven expertise in root cause analysis and structured problem-solving methodologies (e.g., 5 Whys, Ishikawa, Pareto analysis).
• Ability to synthesize large, complex datasets into clear, actionable insights and business recommendations.
• Experience partnering cross-functionally with Product, Operations, and Business stakeholders.
• Strong understanding of advertising technology, troubleshooting processes, customer support environments, workflows, and performance levers.
• Proficiency in data analysis and visualization tools (e.g., SQL, Excel, Tableau, Looker, or similar).
• Experience influencing product or process improvements through data-driven insights.
• Strong communication and storytelling skills, with the ability to present to senior leadership.
• Demonstrated ability to manage end-to-end initiatives, from insight generation to execution and impact tracking.
• Experience mentoring or guiding team members on analytical thinking and best practices.