This position plays a key role in monitoring and improving the operational performance of the contact center. The role involves analyzing performance data, identifying anomalies, and communicating insights with relevant teams and subsidiaries to ensure operational efficiency. The individual will be responsible for consolidating issues identified by Product Trainers and Quality Analysts into actionable improvement tasks and collaborating with various departments to propose and implement effective solutions. The position requires strong data analysis and visualization skills, the ability to present information logically, and excellent communication abilities to drive cooperation and improvements across teams. The goal is to enhance the contact center's performance, ensuring alignment with KPIs and cost efficiency.

Key Responsibilities:

• Design streamlined processes for consistent, accurate data collection across subsidiaries.

• Organize and manage operational data for strategic analysis and decision-making.

• Analyze data to identify trends, performance gaps, and improvement areas.

• Generate insights and recommendations aligned with business objectives.

• Share findings with relevant teams for timely issue resolution.

• Collaborate cross-functionally to integrate data-driven strategies into operations.

• Identify, consolidate, and define actionable customer experience improvements.

• Drive project completion, monitor progress, and report updates to leadership.

• Proactively address challenges and align outcomes with KPIs.

• Research industry trends to guide strategic initiatives.

• Validate operating expenses (excluding labor) to ensure budget alignment.

• Review and report expenses with team leads for decision-making.

• Oversee invoice review, billing, and timely expense settlement for subsidiaries.

• Follow up on outstanding invoices and report progress.

What We're Looking For:

• Bachelor's degree in Business Administration, Finance, Statistics, or a related field.

• Minimum of 5 years of experience in strategy development, business planning, or a related area, preferably within a corporate or management consulting environment.

• Proficiency in data analysis and performance metrics, with a strong understanding of KPIs.

• Expertise in strategic planning and execution, including market analysis and competitive benchmarking.

• Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and other data analysis tools.

• Strong problem-solving, organizational, and analytical skills.

• Excellent communication, presentation, and interpersonal skills.

• Ability to work cross-functionally with various departments and senior leadership.

Why Join Us? We believe in fostering a culture of innovation, collaboration, and growth. As part of our team, you'll have the opportunity to work with cutting-edge technology and a diverse group of talented professionals. We offer competitive compensation, continuous learning opportunities, and a work environment that values your ideas and contributions.

Ready to Take the Next Step? Apply today and be a part of something bigger. We don't just build careers; we build futures.

LG Electronics Philippines

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