Senior Analytics Consultant - Contact Center (Night Shift)

Sun Life Global Solutions – Philippines

Taguig

Hybrid

PHP 900,000 - 1,500,000

Full time

8 days ago

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Job summary

Sun Life Global Solutions – Philippines seeks a Senior Consultant, Business Analytics & Insights (Contact Center Operations) to lead business analysis, discovery of insights, and value realization for CCC initiatives. You will partner with leaders and cross-functional teams to translate data into actionable recommendations that drive performance.

The role requires strong Excel and Tableau skills, the ability to communicate complex findings to senior stakeholders, and a track record in call

Qualifications

Bachelor's degree in Business, Operations, Analytics or related field.
5+ years of experience in business analysis and operational performance in a Call Centre or similar environment.
Advanced proficiency in Microsoft Excel with pivot tables and data analysis.
Willingness to work a permanent night shift and hybrid work setup.

Responsibilities

Conduct in-depth business and operational analysis to identify trends, risks, opportunities, and impacts across CCC initiatives.
Define, track, and communicate pre- and post-release success measures, comparing outcomes with actual results.
Apply sound judgment to challenge assumptions and develop clear recommendations for business decisions.
Develop and maintain data models and reporting views to support tracking of initiative impacts and performance metrics.
Communicate complex problems and data-driven insights to stakeholders, including senior audiences.