Principal Analyst, Operations in Pasay at TTEC

Date Posted: 3/13/2018

Job Snapshot

Job Description

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Position Summary :
Provides value added services to one of TTEC’s largest Health Care clients (US) through the generation and analysis of pre-hire, training, nesting and production performance and attrition data analyses, data cleaning and data reporting.
Duties and Responsibilities :
  • Develop new reports and modifying existing reports, both proactively and in response to client request or in order to improve effectiveness and impact near hire programs, pre-hire assessment processes and tools and post-hire interventions. Proficiency in Excel is required. Programming skills in VBA, Oracle, SQL, Seagate Crystal Reports or SPSS are highly desired. Examples include developing specific client reports, internal or center operations reporting, executive summary reporting as well as quarterly reviews. The data being analyzed is coming from Empower, Oracle, MatchPoint Deliver, engagement surveys, quality scorecards, tableau, etc…
  • Troubleshoot and identify issues with existing reports and data by analyzing excel reports and other data.
  • Must be familiar with database design and schema which will be built out.
  • Analyze pre-hire assessment, operational, information technology and financial data and make recommendations on how to improve processes.  Identify key trends in data and, under direction of I/O team, help model new scoring and content to maximize predictive validity. Summary analysis and recommendations are provided to all levels of management internally and client-facing analyses are required often, also.
  • Ability to Compile, manipulate, and prepare large data sets drawn from diverse data systems
  • Design, refine, and validate measures and metrics across multiple functional areas, e.g., Human Capital, Talent Acquisition, Training, Operations
  • Design and analyze research studies to evaluate new tools, processes, and/or interventions
  • Serve as research, data, and analysis guru for the program
  • Build statistically quantified performance improvement bridge plans based on performance and root cause analysis.
  • Build and maintain relationships across functions in order to gather data, partner on research and analysis projects, and share intelligence
  • Prepare and present results to large variety of internal and external stakeholders including executive audiences
  • If needed, supervise and coach other analysts.
  • Carry out evaluations, feedback and other related supervisory tasks.
  • As directed by management, manage multiple complex business projects.  Complex projects could include the rollout of new reporting for clients or internal use, submitting requirements to data warehousing team for database changes, providing client direct data feeds solutions, etc.
  • Work on special projects and escalated issues as directed by corporate management.
  • Perform routine audits of data validating proper site, client, and project relationships.  This activity includes the daily review of all data records received during the nightly electronic extracts to validate the proper mapping in our data warehouse.  The responsibilities include writing reports and queries to audit the data.  These reports and audits are performed daily, and appropriate actions are taken to correct the data if necessary.
  • Work directly with external and internal client to determine reporting requirements and develop appropriate solutions.

Qualifications :
  • Have at least 2 years work experience in similar roles
  • Has extensive exposure on Excel. Additional hands on time with Microsoft SQL Server, Oracle Databases and MS Reporting services technologies preferred.
  • Preferred hands on experience in Oracle Forms, Oracle Reports, Crystal Reports and SPSS , SharePoint (365), MS Forms (infopath).
  • Data mining from SQL and Oracle Database
  • Highly proficient in best application development practices that result in easily maintained and understood, consistent/standardized approaches for development deliverables and high performing applications
  • Advanced level knowledge/skill in statistical techniques and software programs (e.g., SPSS) including correlation and regression analysis
  • Proven track record of utilizing analytics to generate business insights and drive core business decisions
  • Ability to summarize and present complex results in a practical, impactful manner (to statistical and non-statistical audiences)
  • Strong oral and written communication skills (English)
  • Ability to effectively manage and execute multiple projects simultaneously
  • Exceptional problem-solving skills and detail orientation
  • Passion for data analytics and research
  • Will complete advocate new hire training.
  • Six Sigma (any level) a plus.
  • Minimum of a Bachelor’s Degree in Statistics, Economics, or another data/research oriented field
  • Expert level of expertise with Excel strongly preferred
  • Experience in call center industry
  • Strong background in operational process and process improvement.

Day in the Life :
  • Capture/Track data - Build program database
    • Build processes to capture and join disparate pieces of data (may or may not
      • In some cases, matrix manage is critical to ensure accuracy of upstream data

    • Data Import processes, queries, automation where possible.
    • Excel/SharePoint/Application tools to capture root cause for performance failures
      • Closed loop RCA process within Operations/Training/Onboarding

  • Maintain/ Data Accuracy
    • Data validation

  • Collaboration with other parties within operation, hypotheses, testing, analysis
  • Summarize/ Present Findings
    • Weekly, Monthly, Quarterly performance reviews – internal/client facing.
      • Presentation may be required
      • Pareto, control charts, histograms, all quantifying volume, population, audience, impact analysis, etc.
      • PowerPoint

    • Develop, document, present strategies to improve overall program performance at any phase of operation – recruitment profile, onboarding experience, pre-training readiness, training experience, nesting experience (initial weeks to phones), production & maintenance.
    • Identify GAPs in care for our National Health carrier based on findings.

  • Oversight
    • Looking to grow a team of analyst that support the overall closed loop remediation process – these individuals may listen to calls to identify defects (audio), review screen capture (visual), secure data, build operational tools, assist with decks/presentation, etc.

  • Tool development – SQL/VBA/Excel
    • Utilizing excel, powerbi, msbi or other platform create consolidated performance views for multiple level of employee – executive to front line advocate
      • Dashboards
      • Performance scorecard and ranking files – normalization, standard deviation, etc

    • Trackers as needed to validated expectations for various initiatives or projects.
      • Excel
      • SharePoint
      • Others