Senior Data Analyst – Call Center Analytics & AI Insights

Concentrix; Muntinlupa; On-site; PHP 480,000 - 720,000; Full time

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.