色猫直播

Senior Analyst, Contact Centre Performance & Analytics | WFH

Job Description

Powering Smarter Credit Through Data and Trust

Our client, iCash, is a fast-growing Canadian fintech transforming how everyday consumers access responsible, transparent credit. Built with a strong digital-first mindset, they provide modern financial solutions designed to be fair, fast, and customer-centric-while balancing risk with long-term sustainability.

What truly sets them apart is their obsession with data-driven decision-making. From credit underwriting to collections and customer experience, analytics sits at the core of how they operate, scale, and improve. With a growing global footprint and a culture that values clarity, accountability, and innovation, this is an organization where insights directly influence strategy-not just reports.

Joining their team means having a real seat at the table, shaping how contact centres perform, how customers are served, and how the business evolves at scale.

Job Description

As a Senior Analyst, Contact Centre Performance & Analytics, you will design and own the analytics ecosystem that drives contact centre performance across voice, chat, IVR, automation, and outbound channels. You'll define success metrics, build executive-ready dashboards, and deliver insights that power transformation, efficiency, and better customer outcomes across operations.

Job Overview

Employment Type: Full-time
Shift: Night shift (Weekends Off)
Work Setup: Permanent Work From Home
Salary Range: PHP 45,000 - PHP 72,500

Exciting Perks Await!

Competitive Salary Package

Night differential pay to maximize your earnings

Permanent WFH arrangement

HMO coverage with free dependent upon regularization

Fixed weekends off

Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)

Unlimited upskilling through Emapta Academy courses

Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer

Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)

Unlimited opportunities for employee referral incentives across the organization

Standard government and Emapta benefits

Total of 20 annual leaves to be used on your own discretion

Fun engagement activities for employees

Mentorship and exposure to global leaders and teams

Career growth opportunities

Diverse and supportive work environment

The Qualifications We Seek

3 to 5+ years of experience in business or operations analytics with strong KPI, dashboard, and reporting ownership

Proven ability to define metrics and translate business needs into tracking and measurement frameworks

Strong SQL skills

Advanced Excel / Google Sheets proficiency

Experience using BI tools such as Tableau

Python is a strong advantage

Solid understanding of contact centre metrics across Customer Service, Collections, and Credit Operations

Experience with CCaaS platforms (NICE CXone preferred)

Experience tracking digital channels including messaging, bots, and asynchronous workflows

Your Daily Tasks

Design initiative-level success metrics and before/after measurement frameworks aligned with business goals such as customer outcomes, efficiency, compliance, and cost-to-serve

Build and own dashboards, recurring performance reports, and executive reporting packs (weekly and monthly)

Deliver core reporting across Customer Service, Collections, and Credit Operations teams

Develop self-serve reporting tools to empower leaders and managers with data-driven insights

Partner with transformation and operations teams to embed proper tracking and measurement into new initiatives

Ensure data capture, integrity, and reporting accuracy across all platforms and tools

Validate post-launch data quality across systems including NICE CXone, Zendesk, and internal platforms

Welcome to Emapta Philippines!

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a collaborative, innovation-driven culture. Work with global teams across industries, supported by a strong foundation and professionals passionate about making an impact. Apply now and be part of the #EmaptaEra.

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