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Equal Opportunity Employer M/F/D/V
Real-Time Analyst
Location
Philippines
Posted
66 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Real-Time Analyst
Insite Managed Solutions
Role Description This is a remote role for individuals who currently reside in the Philippines. The Data Analyst plays a key role in supporting the client's BPO network by delivering accurate reporting, ensuring governance compliance, and maintaining clear visibility into performance across voice, chat, and email channels. The role centers on data integrity, dashboard management, partner governance, and operational support. - Build, maintain, and distribute daily/weekly/monthly dashboards - Analyze performance trends, conduct root-cause analysis, and provide actionable insights - Track volume allocation and identify variances - Maintain organized partner and shared documentation, including version control and onboarding materials - Support change management by tracking approvals, distributing updates, and ensuring proper documentation - Coordinate governance activities, including agendas, meeting logistics, recaps, and action item tracking - Monitor compliance requirements and escalate overdue action items across staffing, training, and security - Manage leadership trackers and draft/distribute communications, meeting invites, and summaries Qualifications - 2+ years of experience in contact center operations, BPO vendor management, or business analytics - Experience with workforce management tools, quality monitoring platforms, or CRM systems (e.g., Salesforce, NICE, Verint) - Experience building and maintaining performance dashboards and reporting packages - Strong proficiency in Microsoft Excel (pivot tables, complex formulas, data modeling) and PowerPoint Requirements - Familiarity with NPS, CSAT, AHT, SLA, and other contact center performance metrics - Exposure to J.D. Power survey methodology or customer satisfaction benchmarking programs - Lean Six Sigma or Project Management certification Company Description Equal Opportunity Employer M/F/D/V
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