At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
DUTIES AND RESPONSIBILITIES:
Customer Analytics (analyze statistical data to identify operational gaps and customer pain points)
Collect, organize, analyze, and disseminate significant amount of information with attention to detail and accuracy.
Interpret data, analyze results using statistical techniques
Provides strategic and analytical insights around quantitative analyses, processes, and validations.
Synthesize data by reporting actionable results to internal partners
Correlates Net Promoter Score (NPS) with customer behavior and experience data. Identifies drivers of promoters and detractors, and allows analysis of individual factors.
End to end analysis to identify operational gaps and for improvement
Prepare weekly and monthly customer reports, developing relevant metrics
Proactively analyze call drivers, determine root cause and make recommendations for process improvements.
Develop reports, dashboards, and processes to continuously monitor data quality and integrity
Responsible for data gathering and analysis of concern type centered to business needs.
Refine data to accelerate returns with unique and customer-specific use cases for NPS & churn, customer profiling and customer engagement.
KPIs:
1. NPS Improvement over time, reflecting improvements in customer satisfaction and loyalty.
2. Call Driver Analysis by proactive analys, root causes determined, and process improvements recommended, indicating efficiency in addressing customer pain points.
3. Data accuracy and integrity of customer data gathered and analyzed, ensuring that insights and recommendations are based on reliable information for operational improvements.
TOP 3-5 DELIVERABLES:
1. Develop a comprehensive report that synthesizes data analysis results, identifies operational gaps, and provides actionable insights for internal partners.
2. Create dashboards (NPS and Churn) that correlates in the analysis of customer behavior and experience, identifying drivers of promoters and detractors for strategic decision-making.
3. Establish processes and dashboards to continuously monitor data quality and integrity, ensuring accurate and reliable analysis for customer analytics."
SKILLS
Problem solving and critical thinking
Effective Communication
Delivery excellence
COMPETENCIES:
Customer Research and Understanding
Communication and Presentation (with Content Creation/ Creative Writing)
Project Management
Basic Contact Center / BPO Foundations
HIRING REQUIREMENTS:
Minimum educational attainment of bachelor’s degree
Proficient in data manipulation and willing to explore other reporting platform
Able to draw complex data to a simplified representation
Can analyze trends and make recommendations in relation to contact center metrics
Supports continuous improvement to achieve operational efficiency; identifies and recommends improvements in processes
Proactively taking initiative and going beyond his call of duty
Can work comfortably in a cross-functional setting
Equal Opportunity Employer
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.