CONTACT CENTER ANALYST

Role summary

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The Contact Center Analyst supports Metrobank’s customer service operations by monitoring contact-center performance, preparing reports, analyzing service metrics, and identifying opportunities to improve customer experience and operational efficiency. Candidates are generally expected to have a bachelor’s degree, strong communication and analytical skills, proficiency in Microsoft Office or reporting tools, and the ability to interpret data accurately. Experience in contact-center operations, workforce management, quality assurance, or banking is advantageous. The role requires attention to detail, problem-solving ability, teamwork, professionalism, and willingness to work shifting schedules, including weekends or holidays when business needs require it.

About the employer

Metrobank, formally Metropolitan Bank & Trust Company, is one of the Philippines’ largest universal banks. Founded in 1962, it provides services to individual customers, businesses, corporations, and institutional clients. Its offerings include deposits, consumer and commercial loans, credit cards, wealth management, treasury services, investment banking, digital banking, and payments. Metrobank operates through branches, digital channels, and specialized service teams across the country, with a mission focused on helping customers and businesses achieve their financial goals. As a major Philippine employer, the bank offers careers in customer service, operations, technology, risk, finance, relationship management, and other banking functions. Employees commonly work in structured, regulated environments where service quality, confidentiality, compliance, teamwork, and continuous improvement are important.