Senior Manager, CX Advisory at VXI Global Solutions

Zamboanga City, Zamboanga Peninsula, Philippines -

Full Time

Start Date

Immediate

Expiry Date

29 May, 26

Salary

0.0

Posted On

28 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Leadership, Data Analysis, Mentoring, Performance Reviews, Analytics Strategy, Operational Analytics, Predictive Modeling, Customer Experience Processes, Process Gap Identification, ROI Quantification, Journey Mapping, Cross-Functional Collaboration, Stakeholder Communication, Data Visualization, Statistical Modeling, Machine Learning

Industry

Outsourcing and Offshoring Consulting

Description

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Duties & Responsibilities: Team Leadership & Management: Lead and manage a team of data analysts, providing guidance, mentoring, and support to help them succeed in their roles. Foster a collaborative, high-performance environment within the analytics team. Conduct performance reviews, set goals, and provide professional development opportunities for team members. Analytics Strategy & Execution: Analyze and operationalize data across various departments to monitor performance, identify trends, and develop actionable insights Oversee operational analytics projects from inception to completion, ensuring timely delivery and alignment with organizational priorities Develop and execute operational analytics strategies to support the business objectives of various departments (e.g., marketing, finance, operations). Develop predictive models and advanced analytics solutions to address business challenges and identify growth opportunities. Map clients’ strategic and core customer experience processes Deliver effective process gap identification activities to detect improvement and opportunity areas systematically and proactively Provide quantified (with ROI) and actionable recommendations to improve operational performance on KPIS. Journey map and re-design, focus on identifying opportunities to re-design the customer journey and better fulfill customer and client needs Cross-Functional Collaboration: Work closely with business internal and external stakeholders across various departments to understand their data needs and translate them into actionable insights. Partner with product, marketing, sales, and finance teams to identify key business questions and deliver relevant data-driven solutions. Communicate findings, insights, and recommendations clearly to non-technical stakeholders and senior leadership. Will work with Operations to implement and measure recommendations. Stakeholder Communication: Present findings and recommendations to executives and key stakeholders, simplifying complex data insights into clear and actionable business recommendations. Reporting & Performance Monitoring: Track and report on the effectiveness of data-driven initiatives. Regularly report on the effectiveness of analytics initiatives, providing clear, actionable insights to senior leadership. Monitor and evaluate the performance of analytics models and tools, ensuring they meet business needs and goals. Qualifications and Education Requirements Education: Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science, or related field Experience: BPO Experience Required 5 years of experience in data analytics or business intelligence, with at least 1 year in a management role. Proven experience in delivering actionable insights from large datasets and building reports and dashboards. Strong understanding of analytics tools and technologies, such as SQL, Python, R, Tableau, Power BI, etc. Skills: Leadership and team management skills, with a track record of leading analytics projects. Excellent communication and presentation skills, with the ability to simplify complex data insights for non-technical audiences. Deep understanding of data architecture, data governance, and business intelligence systems. Experience with data visualization, statistical modeling, and business intelligence platforms. Strong problem-solving skills and the ability to think strategically about data applications. Expertise in using machine learning algorithms, predictive modeling, and statistical analysis to support business initiatives. For internal candidates: must be a regular employee of VXI; must have at least 6 months tenure in current position; no active or pending DA case If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands. VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines and one of China's few US-based customer-care organizations. Private equity investor Bain Capital also backs VXI. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, VXI expanded our footprint in the US and Philippines and gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global services offering and enhancing our competitive position. In 2022, Bain Capital re-invested in the organization after completing a buy-out from Carlyle. This rare occurrence in the private equity space shows the performance VXI delivers for our clients, employees, and shareholders. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!

Responsibilities

This role involves leading and managing a team of data analysts while developing and executing operational analytics strategies to support various departmental business objectives. Key duties include mapping client processes, identifying improvement areas, and delivering quantified recommendations to enhance operational performance on KPIs.