Senior Business Data Analyst (Contact Center Analyst)

TTEC Digital; Manila; Remote; PHP 900,000 - 1,350,000; Full time

Job summary

TTEC Digital in Manila seeks a Senior Business Data Analyst to drive analytics for a healthcare client and support Fortune 500 engagements. You will turn data into insights, develop measurement plans, and present findings to client teams.

This role emphasizes SQL, large datasets, and data visualization with Power BI; remote Philippines work arrangement offered.

Qualifications

• 5+ years of experience in contact center analytics.
• Proficiency in SQL query building.
• Ability to translate analytic output into insights and recommendations.
• Experience with large-scale customer databases and data cleansing.
• Knowledge of statistical concepts.
• Proficiency with Excel Pivot Tables and PowerPoint.
• Experience in managing small to medium-scale projects.

Responsibilities

• Provide data-driven strategic consulting to Fortune 500 clients
• Support and deliver client analyses
• Actively contribute to analytically-oriented projects from inception to delivery, including client communication, analysis, and the packaging/ presentation of deliverables
• Develop measurement and analytic plans
• Develop best-in-class analytic deliverables, presenting them to internal team members and the client team
• Author and maintain comprehensive Standard Operating Procedures (SOPs) and process documentation to support operational excellence.
• Perform documentation governance activities, including due diligence reviews, change management tracking, and maintenance of program records.
• Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and deliver solution recommendations through formal presentations and consultations.
• Work with team members and the client team to scope, shape and transform business questions into analyses leading to actionable results

Skills

SQL

Analytical thinking

Data interpretation

Data cleansing

Statistical concepts

Excel Pivot Tables

PowerPoint

Project management

Tools

Power BI

SAS/Python/R

Large-scale databases

Job description

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital’s Analytics & Insights Practice is looking for a Senior Business Data Analyst to support and deliver a diverse range of analyses and provide value-added contact center consulting. More specifically, this person will help drive strategic thinking and insights for a healthcare client. The role is expected to provide insights on contact center operations and sales.

The Senior Business Data Analyst will bring to TTEC analytics experience, with a solid understanding ofcontact centers and their specific analytic concepts. An ability to turn data into insights and recommendations is critical. Additionally, knowledge of contact center measurement and KPIs is required.Healthcare experience is a plus.

The ideal candidate will have the ability to think analytically (to mine the data), creatively (to develop analysis ideas), and strategically (to deliver business results for our clients and provide recommendations). The candidate must be able to pull all insights into a crisp, easy to understand presentation, and speak to the results with confidence.

What you’ll be doing:

• Provide data-driven strategic consulting to Fortune 500 clients
• Support and deliver client analyses
• Actively contribute to analytically-oriented projects from inception to delivery, including client communication, analysis, and the packaging/ presentation of deliverables
• Develop measurement and analytic plans
• Develop best-in-class analytic deliverables, presenting them to internal team members and the client team
• Author and maintain comprehensive Standard Operating Procedures (SOPs) and process documentation to support operational excellence.
• Perform documentation governance activities, including due diligence reviews, change management tracking, and maintenance of program records.
• Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and deliver solution recommendations through formal presentations and consultations.
• Work with team members and the client team to scope, shape and transform business questions into analyses leading to actionable results

What you’ll bring to us:

• 5+ years of experience in contact center analytics
• Proficiency in SQL query building
• Analytic thinker with a proven ability to interpret analytic output and translate data into insights and strategic recommendations
• Experience working with large-scale customer databases, datasets or tables communicating summarized analytical findings
• Data-cleansing and standardization of data experience
• Knowledge of statistical concepts (e.g., significance testing, sampling, etc.)
• Proficiency with Excel including Pivot Tables and fluent use of PowerPoint
• Manage small to medium scale projects

Skills that are aplus:

• Experience working with telephony systems
• Experience in healthcare
• Working knowledge of multivariate statistics
• Working knowledge of programming languages such as SAS, Pythonor R
• Graduate degree in business, economics, or quantitative methods preferred but not required
• Background or experience in IT projects
• Proficiency with Power BI and/or other data visualization tools
• Experience in digital transformation or system integration projects

About Us

TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.

We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.

Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.

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