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Concentrix | quezon city, Philippines | Posted May 27, 2026
Position Overview
- Analyze operational performance metrics (SLAs, backlog, productivity) to uncover trends and efficiency opportunities and bridge the gap with action plans with clear success metrics.
- Translate VRR, CSAT, QA, and VoC (Voice of Customer) data into clear, actionable insights.
- Identify risks, opportunities that impact overall business performance and recommend data-driven nest practices and solutions tailored to customer behavior, demand patterns, and operational scalability.
- Identify product, process, tooling gaps, usability issues, and recurring pain points through data and qualitative feedback.
- Measure and report the impact of product, process and tooling changes on support metrics.
- Identify process bottlenecks and inefficiencies across support workflows and customer journeys and design scalable process improvement initiatives.
- Track and measure the effectiveness of improvement programs and iterate based on results.