Senior Analytics & Insights Leader - Contact Center Ops

Sun Life Global Solutions – Philippines; Taguig; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Sun Life Global Solutions – Philippines is seeking a Senior Manager, Business Analytics & Insights (Contact Center Operations) to lead analysis, insight discovery, and value realization for CCC initiatives.

The role collaborates with business leaders and cross-functional teams to translate results into actionable recommendations that improve performance and support confident decision-making.

Qualifications

• Bachelor's degree in Business, Operations, Analytics or a related field.
• Amenable to a permanent night shift schedule following a Canadian calendar/holiday and hybrid work setup.
• 5+ years of relevant work experience in business analytics, operational performance, process improvement, analytics, or a similar role within a Call Centre or comparable operations environment.
• Proven experience translating complex business problems and large datasets into actionable, data-driven recommendations.
• Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data analysis, and operational reporting.
• Working proficiency in Tableau, including building or maintaining dashboards and reporting views.
• Strong understanding of operational performance drivers, including process efficiency, capacity, productivity, and performance metrics.
• Excellent written and verbal communication and influencing skills, with the ability to present complex insights clearly to senior stakeholders.
• Demonstrated ability to exercise sound judgment, challenge assumptions, work through ambiguity, manage competing priorities, and deliver high-quality outputs with limited supervision.
• Relevant post-secondary education in Business, Analytics, or a related discipline, or equivalent combination of education and relevant professional experience.

Responsibilities

• Conduct in-depth business and operational analysis to identify trends, root causes, risks, opportunities, and business impacts across CCC initiatives.
• Define, track, and communicate pre- and post-release success measures, comparing expected outcomes with actual results and identifying key drivers of variance.
• Apply sound judgment to challenge assumptions, validate findings, and develop clear recommendations that support business decisions.
• Develop and maintain data models and reporting views that support consistent tracking of initiative impacts and provide reliable access to operational performance metrics.
• Effectively communicate complex problems and data-driven insights to stakeholders at different levels of the organization, including senior audiences.

Skills

Communication

Tableau

Excel

Data-driven

Stakeholder management

Education

Bachelor's degree in Business/Operations/Analytics

Tools

Tableau

Excel

Job description

Sun Life Global Solutions – Philippines is seeking a Senior Manager, Business Analytics & Insights (Contact Center Operations) to lead analysis, insight discovery, and value realization for CCC initiatives.

The role collaborates with business leaders and cross-functional teams to translate results into actionable recommendations that improve performance and support confident decision-making.