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Sr Analyst, Global Analytic Insights

hace 2 meses

Bogotá, Bogotá D.E., Colombia Concentrix A tiempo completo
Description Your Journey at Concentrix Starts Here:
At Concentrix our mission is to be the greatest customer engagement services company in the world, rich in diversity and talent. We believe in doing right by and for people, our clients, their customers, our staff, our communities, and our planet.
We cannot achieve this vision without you
If you have an interest in improving our performance for the world's best brands in over 70 countries spanning 6 continents, please continue reading. There are a few characteristics we look for across all our hires regardless of the team they are working for. If this is you, we would love to discuss career opportunities with you.
* Are you ready to reimagine the world?
* Does working for a company who invests in the future and is inspiring in the marketplace intrigue you?
* Are you bold in your decisions, and do you have contrarian views on how to run a business?
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.
In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of CX.
We're a remote-first company looking for the absolute best talent in the world.
#LI-Onsite

The Contact Center Performance Business Analyst will deliver analysis of contact center performance and customer satisfaction data to support operational improvement initiatives. You will work on an analytic team to assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores. The Business Analyst will interpret performance trends, identify root causes behind the trends, and then contribute to the development of performance improvement efforts. You will report to Global Analytics Manager

Responsibilities:

  • Review customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produce monthly management reports.
  • Analyze qualitative and quantitative data and identify performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools. Determine areas for drill-down focus and conduct analyses to understand the drivers of performance gaps.
  • Develop key driver analysis, statistical linkages and calibration between metrics.
  • Coordinate data feeds with Operations to provide data for analysis.
  • Document current operational processes as part of root cause analysis and input to improvement initiatives; identify possible gaps that may contribute to lower key metric results.
  • Facilitate root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation.
  • Contribute to analytic/engagement plan development based on analytic findings, metric performance, and client our needs.
  • Contribute to recommendation/initiative development based on results of analysis.
  • Develop updates to reflect current status of activities; monitors progress against action plans; monitor contact center operational performance on objectives; isolate initiative effectiveness on improving key performance metrics.
  • Produce documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
  • Contribute to team goals.
  • Produce quality analysis or root cause; meet timing demands.

Requirements:

Bachelor's degree in related field from a four-year college or university with three to five years related experience. MBA a plus

  • Desired advanced MS skills; Experience in R, Python
  • Ability to organize and prioritize projects in a fast paced and deadline-oriented business development
  • Experience with statistical concept and applications, data analysis
  • Analytics background
  • Plan, and take actions through engagement, prioritization, and foresight
  • Analytical thinking and problem-solving skills; 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.
  • Experience with contact centers, customer satisfaction data analysis
  • 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 environment.
  • Demonstrated ability to meet deadlines.
  • Experience with process consulting a plus.
  • Six Sigma certification a plus.
  • Must have proficiency with multiple software applications including email messaging application, Microsoft Word, Excel (including Pivot table / Power Pivot functionality) and PowerPoint.

Location:

COL Bogata - Plaza Titan

Language Requirements:

Time Type:

Full time

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