Lead, Global Analytics Insights – Strategy & Impact

Convergys; Makati; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Convergys in Makati City, Philippines, seeks a Manager, Global Analytic Insights to lead a small analytic team and drive data-based recommendations that improve call center performance. The role emphasizes quality analysis, strategic guidance, and stakeholder communication in a fast-paced environment.

The candidate will shape analytical frameworks, mentor analysts, and deliver client-ready insights with measurable ROI, aligning with business goals and budget constraints.

Qualifications

• Bachelor’s degree in related field; 7+ years of experience with progressive management.
• Experience with call center operations and process improvement.
• Six Sigma Green or Black Belt certification preferred.
• Strong data analysis and ROI-focused insights.
• Excellent communication and leadership skills.

Responsibilities

• Oversees analytic and performance improvement activities for large and/or complex accounts in conjunction with business unit and support groups.
• Leads a team of Analysts/Consultants to deliver high-quality analysis, thought capital and clear recommendations bounded by options, ROI/impact potential and risk scenarios.
• Delivers presentations of key insights, gap assessments, solution recommendations, and initiative success measurements.
• Builds relationships with Operations to understand current processes and identify gaps affecting metrics.
• Ensures standards and best practices are incorporated into projects and process improvements.

Skills

Data analysis

Call center analytics

Process improvement

Leadership

Communication

Six Sigma

Education

Bachelor’s degree in related field

Tools

Microsoft Excel

Python

R

Job description

Convergys in Makati City, Philippines, seeks a Manager, Global Analytic Insights to lead a small analytic team and drive data-based recommendations that improve call center performance. The role emphasizes quality analysis, strategic guidance, and stakeholder communication in a fast-paced environment.

The candidate will shape analytical frameworks, mentor analysts, and deliver client-ready insights with measurable ROI, aligning with business goals and budget constraints.