The Role
At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.
In this role you will provide data-driven insights, operational performance analytics, and transformation impact measurement to enable fact-based decision-making across Operational Excellence initiatives. The role acts as the analytical engine of the transformation team, ensuring visibility of performance, identification of improvement opportunities, and measurement of value realization, contributing to our ongoing efforts to drive business success and enhance customer satisfaction.
We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!
What you’ll do:
Operational & Performance Analytics
- Analyze large operational datasets to identify trends, inefficiencies, and performance gaps
- Develop insights on key Customer Care KPIs (e.g., AHT, FCR, CSAT, SLA, backlog, productivity)
- Perform deep-dive analysis to support root cause identification
- Segment data to uncover drivers of operational performance variation
Transformation & Benefits Tracking
- Track and validate benefits realization across transformation initiatives (cost, time, quality, CX)
- Support ROI modeling and post-implementation impact measurement
- Maintain transformation dashboards and benefits tracking frameworks
- Ensure consistency between projected vs. realized benefits
Reporting & Dashboard Development
- Develop and maintain dashboards (e.g., Power BI or equivalent tools)
- Automate reporting processes to improve efficiency and accuracy
- Deliver recurring performance reports for leadership and business stakeholders
- Ensure clarity, accuracy, and usability of reporting outputs
Advanced Analytics Support
- Support process mining and process analytics initiatives
- Assist in identifying automation and AI opportunities through data analysis
- Conduct root cause analysis in collaboration with Process Excellence teams
- Provide data support for Lean and continuous improvement workshops
Data Governance & Quality
- Ensure accuracy, consistency, and integrity of operational data
- Align data definitions and KPI frameworks across teams
- Support data standardization initiatives across reporting platforms
- Identify and resolve data quality issues in collaboration with relevant teams
Stakeholder Support & Insight Delivery
- Translate complex datasets into clear, actionable insights
- Deliver ad hoc analysis for leadership and transformation teams
- Support business case development with quantitative evidence
- Communicate findings in a clear and structured manner
What you’ll bring:
- 3–5 years of experience in Business Intelligence, Data Analytics, or Operational Analytics
- Strong proficiency in data analysis and visualization tools
- Strong SQL skills (or equivalent data querying capability)
- Experience working with large operational datasets
- Strong analytical and problem-solving skills
- Ability to translate data into business insights
- Experience in Customer Care, BPO, or Shared Services environments (preferred)
- Exposure to process improvement or Operational Excellence initiatives (preferred)
- Knowledge of statistical analysis or predictive analytics (preferred)
- Experience with automation tools or data pipelines (preferred)
What we offer:
- Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
- Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
- Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
- Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
- Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time
Location:
- BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)
Are you up for the challenge?
The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!
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