Job Description

Key Responsibilities and Accountabilities(may perform other duties as requested not specifically addressed in this document)

• Data Analysis: Extracting and analyzing data from various sources to identify patterns, trends, and correlations.
• Reporting: Creating reports and dashboards to visualize data insights for stakeholders, often using tools like Tableau, Power BI, or Excel.
• Data Modeling: Designing and implementing data models to organize and structure large datasets for analysis.
• Business Insights: Providing strategic recommendations based on data analysis to support decision-making processes within the organization.
• Performance Tracking: Monitoring key performance indicators (KPIs) and metrics to assess business performance and identify areas for improvement.
• Collaboration: Working closely with cross-functional client teams to gather requirements and deliver data-driven solutions.

Main Job Requirements

Education and Specific Training

Bachelor's degree or equivalent is desirable

Work Experience

• Previous Contact Center Experience is required.
• Knowledge of US healthcare System is desirable.
• He/she should analyze all kinds of KPIs related to Ops, Clients and occasionally Consumers.
• Reporting to Analytics, this position will have to aggregate deep descriptive, exploratory and diagnosis analysis to all reports and projects.
• He/She should deal with a lot of data, a continually changing market, and predictions.
• Besides applying analytical solutions to address the client’s business questions, he/she should play the role of a consultant.
• Have the capability to build and generate analysis through the voice and text, using speech analytics/Text

Technical Skills

• Usage of MS Office
• Visualization tools (Desirable PBI and/or Tableau)
• Knowledge in SQL / Python / R
• Will required continuous Teleperformance 6Sigma Certification

Minimum Skills

• Process Excellence
• AI Proficiency
• Data Literacy
• Collaboration
• Communication
• Emotional Intelligence
• Open Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship