Primeline Products Philippine Inc.
Service Analytics Officer
Skills
24 days ago
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Important information
Contract type:
Permanent
Location:
Makati City, Metro Manila, Philippines
Work mode:
Onsite
Published on:
1 October 2026
What they need
The Service Analytics Officer supports operational excellence by managing workforce planning and data analytics functions. Reporting directly to the Service Analytics Head, this role consolidates data across multiple business units (Voice, Non-Voice, QAPC, CSAT, PSE) to generate actionable insights and optimize manpower deployment.
Core Responsibilities & Deliverables
- Data Consolidation & Reporting: Aggregate and analyze performance metrics from QAPC, CSAT, PSE, and other teams to build accurate reports for management review.
- Dashboard Management: Develop and maintain operational dashboards to monitor metrics and flag/escalate data anomalies or errors.
- Workforce & Schedule Monitoring: Track agent attendance, schedule adherence, and real-time adjustments to ensure SLA compliance.
- Volume Forecasting & Manpower Planning: Forecast call/ticket volume trends and recommend staffing requirements to keep variance within acceptable limits.
- Cross-Functional Collaboration: Partner with Operations and support teams to execute approved analytics and workforce initiatives.
Pay: Php25,000.00 - Php30,000.00 per month
Work Location: In person
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