Business Information Analyst providing actionable insights on customer trends and competitive assessment in a financial services firm. Collaborating with teams to create business intelligence reporting and strategic recommendations.
About the role
- Manage service levels for various programs and ensure real-time adherence. Requires advanced Excel and communication skills in a hybrid role based in the Philippines.
Responsibilities
- Closely observes the queue and proactively responds with action plans for the program’s activities by continuous communication with Operations team and Workforce Analyst
- Work closely with the operations team to analyze and help improve their delivery processes
- Manage the ticket volume, daily attendance, break schedules and all other shrinkages
- Produce daily, weekly and monthly internal reports
- Updating and processing of data for real-time performance analysis.
- Monitor and reports performance figures (i.e. ticket volume, handling time, shrinkages, service level) to make critical recommendations to address account performance issues.
- Acts as the central point of communication regarding account performance by actively communicating vital information to key decision-makers.
- Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Keeps up with of new policies and procedures addressing day-to-day issues of specific accounts.
Requirements
- Must have advanced level Microsoft Excel and Google Sheets skills – Including advanced formulas
- Advance experience with PowerPoint.
- Ability to create reports in Excel and Google sheets and forecast results
- Attention to detail and high level of accuracy
- Excellent Technical Expertise and Problem-Solving Skill.
- Strong verbal, written and visual communications skills.
- Ability to multi-task, focus and complete reports for extended periods of time
- Ability to take initiative
- Must have good time management with the ability to work with minimal supervision and under tight timelines
- Capable of managing multiple, simultaneous projects
- Organized with the ability to quickly and effectively adapt to change
- Excellent attendance record
- Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
Benefits
- Non-taxable Allowances
- HMO and Life Insurance
- Annual Wellness Subsidy
- Paid Time Offs including Birthday Leave and Wellness Leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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