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Sr Analyst, Global Analytic Insights
hace 3 meses
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.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
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.
#ConcentrixCataly
Location:
COL Bogata - Plaza Titan
Language Requirements:
Time Type:
