Researcher

FirstBPO Business Process Outsourcing; San Pablo; On-site; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Competitive compensation

Performance-based incentives

Flexible work arrangements

Health and wellness programmes

Career development

Training opportunities

Work-life balance

Job summary

FirstBPO Business Process Outsourcing is seeking a dedicated Researcher to join our Call Centre & Customer Service team in San Pablo City, Laguna. You will blend data analysis with customer insights to support operations and drive decisions, with opportunities to grow into supervisory roles.

The role emphasizes research methodologies, data collection and reporting. You will collaborate with call centre teams, prepare detailed reports, and help develop quality assurance processes while

Qualifications

• Bachelor's degree in a relevant field is preferred.
• Experience in supervisory or team-leading capacity is advantageous.
• Strong analytical and communication skills with ability to present findings to diverse audiences.
• Proficiency in research methodologies and data collection techniques.

Responsibilities

• Conduct comprehensive research projects to gather, analyse and interpret data relevant to customer service operations and call centre performance.
• Identify trends, patterns and insights from customer interactions and operational metrics to inform strategic recommendations.
• Collaborate with call centre teams and supervisors to address pain points and develop research frameworks.
• Prepare detailed research reports and presentations for stakeholders at all levels.
• Support the development and implementation of quality assurance processes based on research findings.
• Conduct competitor analysis and industry benchmarking to keep FirstBPO competitive.
• Assist with training and knowledge transfer to ensure team adoption of research outcomes.
• Manage research projects from conception through completion with timelines and quality.
• Liaise with multiple departments to align deliverables with objectives.

Skills

Analytical thinking

Strong communication

Research methodologies

Data collection techniques

Statistical analysis

Experience in call centres

Excel

Data visualisation tools

Independent worker

Attention to detail

Problem solving

Supervisory potential

Education

Bachelor's degree in Business/Data Science/Psychology/Economics

Tools

Microsoft Excel

Data visualisation platforms

Job description

About the role

FirstBPO Business Process Outsourcing is seeking a talented Researcher to join our dynamic Call Centre & Customer Service division. This is a full-time position based in San Pablo City, Laguna, where you will play a crucial role in supporting our operations and contributing to the success of our team. As a Researcher, you will be at the intersection of data analysis and customer insights, providing valuable information that drives decision-making across our organisation. This role offers the opportunity to develop expertise in research methodologies whilst working within a supervisory or team-leading context, positioning you for career progression within our growing company.

What you'll be doing

• Conducting comprehensive research projects to gather, analyse and interpret data relevant to customer service operations and call centre performance
• Identifying trends, patterns and insights from customer interactions, feedback and operational metrics to inform strategic recommendations
• Collaborating with call centre teams and supervisors to understand pain points and develop research frameworks that address operational challenges
• Preparing detailed research reports, presentations and documentation that communicate findings clearly to stakeholders at all levels
• Supporting the development and implementation of quality assurance processes based on research findings
• Conducting competitor analysis and industry benchmarking to ensure FirstBPO remains competitive in the business process outsourcing sector
• Assisting with training and knowledge transfer to ensure team members understand research outcomes and can apply insights to their roles
• Managing research projects from conception through completion, ensuring timelines and quality standards are consistently met
• Liaising with multiple departments to gather requirements and ensure research deliverables align with organisational objectives

What we’re looking for

• Strong analytical and critical thinking skills with the ability to interpret complex data sets and draw meaningful conclusions
• Excellent written and verbal communication skills, with the ability to present findings to diverse audiences
• Proficiency in research methodologies, data collection techniques and statistical analysis
• Experience working in call centre environments, customer service operations or business process outsourcing is highly valued
• Familiarity with research tools and software, including Microsoft Excel, data visualisation platforms or similar analytical applications
• Proven ability to work independently whilst collaborating effectively with cross-functional teams
• Attention to detail and commitment to delivering accurate, high-quality research outputs
• Problem-solving mindset with the ability to identify opportunities for process improvement
• Bachelor's degree in a relevant field such as Business, Data Science, Psychology, Economics or a related discipline is preferred
• Experience in a supervisory or team-leading capacity, or demonstrated potential to progress into such roles, would be advantageous

What we offer

FirstBPO Business Process Outsourcing is committed to creating a supportive and rewarding work environment. We offer competitive compensation packages, including performance-based incentives and opportunities for professional development. Our employees benefit from flexible work arrangements where possible, health and wellness programmes, and a collaborative company culture that values innovation and continuous improvement. We provide clear pathways for career advancement, with opportunities to transition into supervisory and management roles as you develop your expertise. Additionally, we invest in training and development initiatives to enhance your skills and knowledge. We encourage work-life balance and maintain a positive, inclusive workplace where every team member is valued and supported in their professional growth.

About us

FirstBPO Business Process Outsourcing is a leading provider of specialised business process outsourcing solutions, with a strong focus on delivering exceptional customer service and operational excellence. Based in San Pablo City, Laguna, we serve a diverse range of clients across multiple industries, providing comprehensive call centre and customer service solutions. Our mission is to help businesses streamline their operations whilst maintaining the highest standards of customer satisfaction. We pride ourselves on our talented workforce, innovative processes and commitment to continuous improvement. At FirstBPO, we foster a culture of collaboration, professional development and customer-centricity, where employees are empowered to contribute meaningfully to organisational success. We are dedicated to building long-term relationships with both our clients and our team members, creating an environment where growth and excellence are encouraged and rewarded.