Senior Operations Analyst

TTEC; Iloilo City; On-site; PHP 600,000 - 800,000; Full time

Job summary

TTEC in Iloilo City, Philippines is seeking a Senior Operations Analyst to join onsite. You will lead a team, monitor performance, and provide actionable insights to improve program outcomes.

You will report to the Manager, Service Delivery, build strong relationships, and deliver real-time reports and analyses to drive business decisions.

Qualifications

• 2-3 years in a leadership role
• Experience with team management and client relations
• Ability to work independently and create detailed documentation
• Ability to process data accurately and assemble team statistics, daily reports, and templates
• Initiative and resourcefulness in finding solutions to address on-demand requests
• High analytical skills to identify program trends, outliers, and performance behaviors
• Proficient in Microsoft Excel, Word, and Office applications and experience in utilizing Zoom, Microsoft Teams, and Outlook

Responsibilities

• Develop positive relationships
• Complete Change Requests including impact reviews across departments and Contractual Alignment
• Detail-oriented management across multiple databases for real-time support
• Manage day-to-day operations, processes, and reporting
• Ensure associates have tools, systems, and support to reach for amazing
• Prepare daily coaching reports with sales data, enrollments, net promote scores, quality evaluations, open eligibility requests, and escalations
• Audit and validate sales results and performance scores

Skills

Leadership

Team management

Client relations

Data processing

Documentation

Analytics

Excel

Word

Zoom

Teams

Outlook

Job description

Your potential has a place here with TTEC's award-winning employment experience. As a Senior Operations Analyst working onsite in Iloilo City, Philippines, you'll be a part of bringing humanity to business.

What You'll Do

Have a passion for solving work-related puzzles? Are you looking for an opportunity to experience something new each day? In this role, you'll manage the team responsible for monitoring performance and provide insights and recommendations for program performance indicators and metrics. You'll also monitor performance and provide insights and recommendations. You'll report to the Manager, Service Delivery. You'll consistently impact the business, the teams you support, and the various departments you partner with through your analysis and recommendations.

During a Typical Day, You'll

• Develop positive relationships
• Complete Change Requests accordingly, including reviews of impacts to all departments and Contractual Alignment.
• Detail-oriented management across multiple databases necessary to provide real-time support and feedback
• Manage day-to-day operations, processes, and reporting
• Ensure associates have the tools, systems, and support needed to reach for amazing
• Manage sending reports efficiently on daily coaching packages containing sales data reports, enrollments, net promote scores, quality evaluations, open eligibility requests, and escalations
• Audit and validate sales results and performance scores

What You Bring To The Role

• 2-3 years experience in a leadership role
• Experience with team management and client relations
• Ability to work independently and create detailed documentation
• Ability to process data accurately and assemble team statistics, daily reports, and templates.
• Initiative and resourcefulness in finding solutions to address on-demand requests
• High analytical skills to identify program trends, outliers, and performance behaviors
• Proficient in Microsoft Excel, Word, and Office applications and experience in utilizing Zoom, Microsoft Teams, and Outlook

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• And yes... a competitive compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you
• Ask us about our paid time off (PTO) and wellness and healthcare benefits

Visit https://www.ttecjobs.com/en/us-employee-benefits for more information.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vista points and for you to bring value to the table in your own unique way.

Primary Location

PH-Western Visayas-Iloilo