Operations Analyst

Job Description :

Bringing smiles is what we do at TTEC… for you and the customer. As an Operations Analyst working in Pasay, you'll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You'll be Doing

Have a passion to solve work related puzzles Are you looking for an opportunity to experience something new each day You'll monitor performance, provide insights and recommendations relating to program performance indicators and program metrics. You'll also manage and support day-to-day operations, process, and reporting.

You'll report to the Operations Team Lead. You'll contribute to the success of the business, the teams you support and departments you partner with on a consistent basis through your recommendations.

During a Typical Day, You'll

• Communicate and partner with workforce management for real-time tagging and corrections.
• Audit and validate sales results and performance scores
• Coach and support operation leaders with administrative tasks inclusive of attendance, routing and escalation management.
• Ensure program has the tools, systems, and support needed to perform their job.
• Manage sending of reports on daily coaching packages containing sales data report, enrollments, net promote score, quality evaluations, open eligibility requests and escalations

What You Bring to the Role

• Minimum 1-year experience in a support role
• Must be knowledgeable in Microsoft Excel, Word and Office applications
• High Analytical skills to identify trends, outliers, and performance behaviors
• Ability to process data accurately and put together team statistics
• Create detailed documentation
• Experience in utilizing Zoom, Microsoft Teams and Outlook
• Resourceful in finding solutions to address on demand requests

What You Can Expect

• Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Ask us about our paid time off (PTO) and wellness and healthcare benefits
• And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)

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About TTEC

Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.