Senior Data Analyst – Call Center Analytics & AI Insights

Concentrix

Muntinlupa

On-site

PHP 480,000 - 720,000

Full time

8 days ago
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Job summary

Concentrix in Alabang, Manila, is seeking a Data Analyst for its ANZ offshore analytics team. You will source, prepare, and analyse large datasets, build Power BI dashboards, and provide data-driven narratives to improve call centre performance.

You will collaborate with data science and client-facing consultants, apply descriptive and diagnostic analytics, and translate insights into actionable recommendations for Australian brands.

Qualifications

  • 3–5 years of experience in a data analyst or analytics role, preferably within a BPO, call centre, or customer experience environment.
  • Proficiency in Power BI and SQL
  • Strong skills in R (preferred) or Python for handling and analysing large datasets
  • Solid understanding of descriptive and diagnostic analytics techniques
  • Experience in root-cause analysis and performance reporting
  • Strong data storytelling and communication skills with the ability to present findings clearly to non-technical stakeholders
  • Collaborative team player with a demonstrated ability to work effectively within a team environment
  • Familiarity with call centre quality assurance frameworks and methodologies
  • Exposure to Amazon Connect or Genesys Cloud CX
  • Experience in open-source interactive tools like Shiny or Dash.

Responsibilities

  • Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability
  • Conduct descriptive and diagnostic analytics to identify performance trends, attributes, and improvement opportunities
  • Develop and maintain Power BI dashboards and reporting frameworks that provide clear, timely visibility of call centre performance
  • Support quality assurance analytics by analysing call centre agent performance data and surfacing actionable insights
  • Perform root-cause analysis on operational and customer experience issues to inform client decision-making
  • Translate complex data into compelling, clear narratives for client stakeholders through effective data storytelling
  • Collaborate with the Data Science team and client-facing consultants to align analytical outputs with client objectives

Skills

Data analytics
Power BI
SQL
R
Python
Data storytelling
Communication

Education

Bachelor's degree in a relevant field

Tools

Power BI
SQL
R
Python
Shiny
Dash

Job description

Concentrix in Alabang, Manila, is seeking a Data Analyst for its ANZ offshore analytics team. You will source, prepare, and analyse large datasets, build Power BI dashboards, and provide data-driven narratives to improve call centre performance.

You will collaborate with data science and client-facing consultants, apply descriptive and diagnostic analytics, and translate insights into actionable recommendations for Australian brands.

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