Performance Specialist | Hybrid | Ortigas | Day Shift | Day 1 HMO

Strengthen Real Estate Customer Experiences Through Actionable Performance Insights Better customer experiences begin with insights that inspire informed decisions. The Performance Specialist connects operational data with business priorities, helping real estate service teams improve efficiency, address performance gaps, and strengthen customer outcomes. Develop your analytical expertise, collaborate with international leaders, and pursue a long-term global career with Emapta, where top 1% talent gains meaningful influence and opportunities to grow. Snapshot Employment Type: Full-time Work Setup: Hybrid, Ortigas Shift: Day Shift, Consecutive Days Off Benefits Day 1 HMO coverage with free dependent Competitive Salary Package Day Shift schedule Hybrid work arrangement De Minimis Benefits: PHP 3,000 Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) 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 (Want to know more? Visit: https://emapta.com/training-calendar/ ) 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 (including 5 credits convertible to cash) Fun engagement activities for employees Mentorship and exposure to global leaders and teams Career growth opportunities Diverse and supportive work environment Qualifications 3 years of experience in performance analysis, preferably within a contact center or service operations environment Strong root cause analysis skills, with a track record of translating insights into measurable improvements Proficiency in Tableau, SQL, and BigQuery preferred Excellent communication and presentation skills, with the ability to explain complex findings clearly and influence leadership decisions Commercial awareness, with the ability to connect performance trends to cost, efficiency, and customer experience outcomes Effective stakeholder management skills, with the ability to balance competing priorities while maintaining credibility and transparency Adaptability and resilience when working with ambiguity, imperfect data, and shifting priorities Curious, improvement-oriented mindset with ownership of and accountability for outcomes Proficiency in Slack, Microsoft 365, and Zendesk Responsibilities Collect and integrate data from multiple sources, including live queues and customer feedback, to identify trends, patterns, and anomalies. Translate complex analysis into clear, actionable insights that inform decisions at team and leadership levels. Present findings through data visualizations and compelling narratives that build understanding and communicate insights effectively across different audiences. Develop, maintain, and optimize reporting dashboards to keep teams and leaders consistently informed. Benchmark performance against internal targets, historical trends, and relevant external standards. Conduct root cause analysis to diagnose performance gaps and recommend targeted, evidence-based interventions. Collaborate with the Operational Performance Manager, Customer Solutions and Operations leadership team, and other stakeholders to understand business needs and co-design data-driven solutions. Forecast performance outcomes and model scenarios to support planning and resource allocation. Manage and prioritize stakeholder requests while maintaining realistic expectations and transparent communication. Maintain data integrity and support the governance of performance metrics and reporting frameworks. Stay informed about emerging best practices in data analysis, visualization, and performance management. About the Client Our client is a market-leading digital real estate business making property decisions simpler through trusted platforms and meaningful insights. Recognized for excellence in workplace culture, technology, and graduate development, the company combines commercial success with a commitment to its people. Its achievements include recognition for sustainability and inclusive employment practices. By connecting property seekers with valuable information and industry professionals, our client continues to improve customer experiences while offering talented professionals opportunities to contribute to an established, innovative industry leader. Join the Top 1% Talent. A better career. A better life. Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026 , Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being. Apply now and experience the difference!