**Business Analyst**
This role shall be responsible for structuring data, review and analysis of information and documenting processes for the use of the business.
He/ She shall be responsible for creating, analyzing and insighting on data gathered to help the business in its decision making
**Responsibilities**:
- Monitor and report on contact center performance by analyzing call center statistics and results; AHT, ASA, service levels, FCR metrics, etc.
- Collaborate with business leaders to create dashboards, review metrics and performance indicators, effectively communicating innovative methods to resolve performance issues
- Deliver timely and validated reports while identifying data anomalies and their respective causes
- Assists with the process to create monthly agent scorecards to measure employee productivity and performance
- To perform root cause analysis for the days the Process has missed its targets and suggest corrective action
- Create pre-defined reports & ad-hoc reports as per need
- Ability to Analyze trends to drive strategic, continuous improvement
- Maintain data and historical reports for trend and performance trends analysis
- Billing, HC maintenance and reconciliation, attrition, and other key metrics to be tracked that are key to successful operations
- Establish regular communication with clients and stakeholders to maintain consistency and streamlines processes, as well as to enhance business performance through continuous process improvement
- Creates custom reports in response to internal and external stakeholders requests.
- Closely monitors and creates overall program scorecards and performance with the assistance of Operations Manager and Program Coordinator.
Maintains constant collaboration with cross-functional teams to achieve program / account objectives.
- Shares best practices within the assigned program/account and support team from onshore
**Qualifications**:
- Bachelor's Degree
- 3+ years of Business Analyst experience
- 3+ years of experience in process evaluation, process deconstruction, process improvement, solutioning, testing, and / or remediation
- Previous experience in business analysis, reporting, problem identification, resolution and root cause analysis
- Strong stakeholder management and ability to build a strong partnership with internal and external clients
- Strong verbal and written communications skills, as well as interpersonal skills
- Strong project management, ability to successfully manage multiple tasks at any given point
- Detail oriented, analytical and inquisitive
- Ability to work independently and with others
- Extremely organized with strong time-management skills
- Experience in SQL, MS Access Database or Crystal Report
- Knowledge in Excel Macro and Power Pivots is a plus
- Knowledge in PowerBI is a plus
**Salary**: Php45,000.00 - Php60,000.00 per month
Schedule:
- 8 hour shift
Supplemental Pay:
- 13th month salary
**Experience**:
- Business Analyst: 3 years (required)