Sr. Data Analyst (Alabang)

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The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Data Analyst within Concentrix ANZ's offshore analytics team, will support Australian clients by delivering performance analytics, quality assurance insights, and data-driven narratives that drive call centre operational excellence and improved customer outcomes.

Key Responsibilities

• Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability
• Conduct descriptive and diagnostic analytics to identify performance trends, attributes, and improvement opportunities
• Develop and maintain Power BI dashboards and reporting frameworks that provide clear, timely visibility of call centre performance
• Support quality assurance analytics by analysing call centre agent performance data and surfacing actionable insights
• Perform root-cause analysis on operational and customer experience issues to inform client decision-making
• Translate complex data into compelling, clear narratives for client stakeholders through effective data storytelling
• Collaborate with the Data Science team and client-facing consultants to align analytical outputs with client objectives

What We Are Looking For

• 3–5 years of experience in a data analyst or analytics role, preferably within a BPO, call centre, or customer experience environment
• Proficiency in Power BI and SQL
• Strong skills in R (preferred) or Python for handling and analysing large datasets
• Solid understanding of descriptive and diagnostic analytics techniques
• Experience in root-cause analysis and performance reporting
• Strong data storytelling and communication skills with the ability to present findings clearly to non-technical stakeholders
• Effective communication skills and the ability to communicate complex concepts to varying audience types
• Collaborative team player with a demonstrated ability to work effectively within a team environment

Advantageous But Not Essential

• Familiarity with call centre quality assurance frameworks and methodologies
• Exposure to Amazon Connect Customer Profiles or Genesys Cloud CX
• Experience in open-source interactive tools like Shiny (preferred) or Dash.

Work Setup

• Willing to work fulltime onsite in Alabang
• Willing to work dayshift schedule