Senior Business Data Analyst (Contact Center Analyst)

Location: Manila, Philippines; remote workplace

Company

hirify.global’s Analytics & Insights Practice delivers analytics and contact center consulting for clients, including healthcare and Fortune 500 organizations.

What you will do

• Provide data-driven strategic consulting and deliver analyses for clients.
• Contribute to analytics projects from inception through delivery, including client communication, analysis, and presentation of deliverables.
• Develop measurement plans, analytic plans, and contact center insights related to operations and sales.
• Create and present analytic deliverables to internal and client teams.
• Author and maintain SOPs and process documentation, including documentation governance, due diligence reviews, change management tracking, and program records.
• Engage stakeholders to define requirements, evaluate business needs, and transform business questions into actionable analyses and recommendations.

Requirements

• 5+ years of experience in contact center analytics.
• Understanding of contact centers, contact center measurement, and KPIs.
• Proficiency in SQL query building.
• Ability to interpret analytical output and translate data into insights and strategic recommendations.
• Experience working with large-scale customer databases, datasets, or tables and communicating summarized analytical findings.
• Experience with data cleansing and standardization.
• Knowledge of statistical concepts, including significance testing and sampling.
• Proficiency with Excel, including Pivot Tables, and fluent use of PowerPoint.
• Ability to manage small- to medium-scale projects.

Nice to have

• Experience working with telephony systems.
• Healthcare experience.
• Working knowledge of multivariate statistics.
• Working knowledge of SAS, Python, or R.
• Graduate degree in business, economics, or quantitative methods.
• Background or experience in IT projects.
• Proficiency with Power BI or other data visualization tools.
• Experience in digital transformation or system integration projects.

Culture & Benefits

• Remote workplace.
• Cross-functional collaboration with internal teams and client stakeholders.
• Strategic consulting work supporting healthcare and Fortune 500 clients.