Senior Business Data Analyst (Contact Center Analyst)

TTEC Digital; Metro Manila; Presencial; PHP 900 000 - 1 500 000; Tempo integral

Resumo da oferta

TTEC Digital in the Philippines seeks a Senior Business Data Analyst to drive strategic analytics for healthcare and contact center projects. You will turn data into insights, shape analytic plans, and deliver clear recommendations to clients and internal teams.

Ideal candidates combine strong SQL skills, experience with large datasets, and fluency in presenting findings using Excel, PowerPoint, and BI tools. Healthcare domain knowledge is a plus.

Qualificações

• 5+ years of experience in contact center analytics.
• Proficiency in SQL, large-scale customer databases, and data cleansing.
• Knowledge of statistical concepts (significance testing, sampling, etc.).
• Proficiency with Excel including Pivot Tables and PowerPoint.
• Ability to manage small to medium projects.

Responsabilidades

• Provide data-driven strategic consulting to Fortune 500 clients.
• Support and deliver client analyses and insights.
• Lead analytically oriented projects from inception to delivery with client interaction.
• Develop measurement and analytic plans for engagements.
• Create best-in-class analytic deliverables and present to teams and clients.
• Document SOPs and process documentation to support excellence.
• Conduct governance, due diligence, and change tracking for programs.
• Elicit requirements from stakeholders and translate questions into analyses.
• Transform business questions into actionable results with the team.

Conhecimentos

SQL

Analytical thinking

Data analysis

Pivot Tables

PowerPoint

Project management

Ferramentas

Power BI

SAS

Python

R

Descrição da oferta de emprego

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 of contact 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 a plus:

• Experience working with telephony systems
• Experience in healthcare
• Working knowledge of multivariate statistics
• Working knowledge of programming languages such as SAS, Python or 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.