BPO Elite – Making Data-Driven Decisions

BPO Elite: An Introduction to Analytics

A Two-Day Seminar designed to introduce fresh grads and young professionals to analytics and analyst careers.

Prepared by Daniel Meyer Chief Executive Officer BPO Elite www.bpoelite.com danmeyer@bpoelite.com

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Introduction to Analytics Definition

Dictionary.com defines an analyst simply as “a person who analyzes or who is skilled in analysis”. Analysts are also defined as having:

• Passion for helping people solve real-world problems.

• Knowledge of the business being analyzed.

• Exposure to thinking analytically and problem-solving tools.

• Experience using data to solve problems.

Three additional skill sets of an expert analyst:

• Familiarity with spreadsheets and graphing software

• Effective communication and presentation skills

• Ability to gain support of management and colleagues

There are also certain personality types that you find in most analysts. They tend to be reflective, intuitive, deep-thinkers and able to make quick judgments.

“Know where to find the information and how to use it – That’s the secret of success.” ~ Albert Einstein

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Introduction to Analytics Background

On any given day there are over 1,000 analyst jobs listed on Jobstreet.com and most applicants lack the skills required to adequately fill the positions. The combination of technical skill and communication skill is hard to find. Projections are that within 5 years, the number will be closer to 10,000.

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One of the biggest challenges facing the BPO Industry is a talent gap. There are simply not enough skilled graduates entering the workforce each year to meet the booming demand. Analytics talent is especially rare.

Introduction to Analytics What kinds of careers can an analyst have?

Analyst is generally defined an individual of whom or which the primary function is a deep examination of a specific, limited area. Our industry is full of them. Some examples:

• Business Analyst, an employee who examines the needs and concerns of clients and

stakeholders to determine where potential problems and opportunities lie, known also as a Business Systems Analyst in business

• Financial Analyst, an individual who analyzes securities and business equity in economics and finance

• Marketing Analyst, a marketing analyst analyzes price, customer, competitor and economic data to help a company know where its been and where it should go

• Systems Analyst or Information analyst, an individual who analyzes technical design and functional design for development of new software in computer science

• Web Metrics Analyst, an individual who examines trends and patterns in the use and expansion of the World Wide Web in web-metrics

An analyst is responsible for finding data, analyzing it and reporting their findings. This is true for just about any kind of position with analyst in the title as well as countless jobs that require analyst skills.

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Introduction to Analytics Mission Statement

The mission of BPO Elite in the Philippines is to offer an elite level of preparatory training for college graduates and young professionals as they prepare to embark on an analyst career.

BPO Elite was founded in the United States as a consulting firm with the goal of empowering businesses to use analytics to make intelligent, data-driven decisions allowing them to survive, grow and prosper in the challenging economic times of today.

In the Philippines, our Introduction to Analytics seminar provides today's youth with not only the skills and experiences they need for a job in a call center, but to empower them to begin their career as an analyst in the booming Business Process Outsourcing industry.

BPO Elite is at the forefront of efforts to shepherd the BPO Industry in Philippines as it continues to be an elite status among BPO destinations. Our analytics seminar is just one of several analytics solutions BPO Elite offers to help address this strategic area of need.

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Introduction to Analytics Day One Agenda

Deliver a Two Day Seminar to introduce analytics, key concepts of analysis and basic skills needed to be an analyst to fresh grads.

Day 1 – Section 1 – The Concept of Analytics

• Starting with the definition of analytics, we learn about analytics, analyst careers and what life is like as an analyst.

Day 1 – Section 2 – Why We Need More Analysts

• We share findings by the Business Process Association of the Philippines (BPAP) data, review jobstreet.com.ph examples, and talk about who will make good analysts.

Day 1 – Section 3 – Let’s Find Some Data

• Knowing where to find the data is key, so we will go out and find some. Every company has a different approach to data.

Day 1 – Section 4 – Basic Analysis – Its Easy and Its Fun

• Once you have the data, than the fun begins. A series of increasingly complex analytics exercises helps you master the analysis phase.

Tell me and I'll forget. Show me, and I may not remember. Involve me, and I'll understand. ~ Native American Saying

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Introduction to Analytics Day Two Agenda

Deliver a Two Day Seminar to introduce analytics, key concepts of analysis and basic skills needed to be an analyst to fresh grads.

Day 2 – Section 1 – Let Your Data Do The Talking

• We will learn how to use business intelligence and data visualization applications to help you learn how to make your data tell the story.

Day 2 – Section 2 – Business Intelligence – It’s More Art Then Science

• Review some key components of a business intelligence assessment based on real world experiences and end up creating a business dashboard.

Day 2 – Section 3 – Analytics in the BPO Environment

• BPOs have a wide range of analytics that are fairly unique to call centers and outsourcing so we will review them here.

Day 2 – Section 4 – Leave Them Enchanted

• Knowing the needs of your audience is a key part of what makes great analysts special. We will close on learning how to leave them enchanted.

“Be a yardstick of quality. Some people aren't used to an environment where excellence is expected. “

- Steve Jobs

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Introduction to Analytics About the Presenter

Dan Meyer, the CEO of BPO Elite has over 15 years of experience in the BPO and Financial Services industries.

● BPO Elite - Chief Executive Officer – Lead a training and consulting firm to train college graduates and young professionals how to make intelligent, data-driven decisions as they prepare for analyst careers. Teach hands-on preparatory training for college students. Provide analytics consulting services to BPO companies and colleges and universities.

● Wells Fargo Bank - Senior Analytics Consultant – Led outsourcing efforts of business line. Delivered research and analysis to drive business strategy. Managed business intelligence process. Managed competitor intelligence process. Assessed needs, developed solutions and implemented improvements for product management and business unit operations.

• Project Management Experience • Call Center Management Skills

• Master’s Degree in Education • Classroom Teaching Familiarity

• Business Intelligence Expert • Strategic Planning Knowledge

• Lean and Six Sigma Trained • BPO Implementation Experience 11