Senior Reporting & Insights Analyst, Client Operations

Confidential; Taguig; On-site; PHP 420,000 - 640,000; Full time

Job summary

Confidential is seeking a Client Operations professional to analyze client needs and design, develop, and deliver solutions that improve processes and customer experience. You will lead implementation, documentation, testing, and communication across simple to moderately complex projects.

Responsibilities include stakeholder updates, ongoing client services support, and collaboration with Global Operations to ensure consistency and scalable improvements.

Qualifications

• Post-secondary diploma/certification; Bachelor's degree preferred.
• Post-secondary education in business, marketing, IT, or equivalent preferred.
• Minimum 3 years in call center operations with 6–12 months in a supervisory role.

Responsibilities

• Analyze client/program data to determine gaps and opportunities.
• Prepare and present stakeholder updates and reports.
• Ensure timely resolution of client service issues.
• Collaborate with cross-functional teams to drive process improvements.
• Maintain program scorecards and performance metrics with Operations Manager.

Skills

Call center operations

Leadership

Communication

Stakeholder management

Data analysis

Microsoft Office

Salesforce

Verint

Process improvement

Education

Post-secondary diploma/certification

Bachelor's degree preferred

Business/Marketing/IT background

Tools

Salesforce

Verint

Excel

PowerPoint

Job description

Confidential is seeking a Client Operations professional to analyze client needs and design, develop, and deliver solutions that improve processes and customer experience. You will lead implementation, documentation, testing, and communication across simple to moderately complex projects.

Responsibilities include stakeholder updates, ongoing client services support, and collaboration with Global Operations to ensure consistency and scalable improvements.