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Sr Analyst, Global Analytic Insights

hace 3 meses

Merida, México Concentrix A tiempo completo

Job Title:

Sr Analyst, Global Analytic Insights

Job Description

We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our game-changers:

* Challenge Conventions

* Deliver outcomes unimagined

* Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.

Weâre a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career

PRIMARY DUTIES AND RESPONSIBILITIES:

  • Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports.
  • Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps.
  • Develops key driver analysis, statistical linkages and calibration between metrics.
  • Coordinates data feeds with Operations to provide data for analysis.
  • Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results.
  • Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation.
  • Contributes to analytic/engagement plan development based on analytic findings, metric performance, and client business needs.
  • Contributes to recommendation/initiative development based on results of analysis.
  • Develop updates to reflect current status of activities; monitors progress against action plans; monitors contact center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics.
  • Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
  • Contributes to team objectives and outcomes.
  • Produces quality analysis or root cause work with minimal supervision; meets timing demands. 

 

PREFERRED SKILL SET

  • Bachelorâs degree in related field from a four-year college or university with three to five years related experience.  MBA a plus
  • Advanced MS skills; Experience in R, Python highly desired.
  • Strong customer service disposition and sense of professionalism
  • Ability to organize and prioritize projects in a fast paced and deadline-oriented business development
  • Experience or exposure with statistical concept and applications, data analysis
  • Analytics background/experience

 

CANDIDATE PROFILE

  • Strong ability to be proactive; ability to plan, anticipate needs, and take actions through engagement, prioritization, and foresight
  • Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes.
  • Strong organizational and project management skills.
  • Able to establish a course of action for self to accomplish a series of specific goals while using appropriate resources.
  • Good written and oral communication skills; strong interpersonal communication and ability to work well in teams.
  • Strong customer service orientation
  • Experience with contact centers, customer satisfaction data analysis is strongly preferred 
  • Experience with statistical concepts and applications
  • Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.
  • Experience working in an emerging and rapidly changing environment.
  • Demonstrated ability to meet deadlines, even in a demanding and changing environment
  • Ability to travel periodically.
  • Experience with process consulting a plus.
  • Six Sigma certification a plus.
  • Must have proficiency with various software applications including email messaging application, Microsoft Word, Excel (including Pivot table / Power Pivot functionality) and PowerPoint.

#ConcentrixCatalyst

Location:

MEX Santiago de Querétaro - Prol. Bernardo Quintana Sur 302 Lt. 10 Fracc, piso 2, Centro Sur

Language Requirements:

Time Type:

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