Job Title:
Consultant Global Analytic Insights
Job Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.
The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.
The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate 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.
Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.
Join us and be part of this journey towards greater opportunities and brighter futures.
The Consultant, CX Operations Insights will be instrumental in analyzing call center performance and customer satisfaction data to drive operational improvements. Reporting to the Senior Analytics Manager, you will evaluate processes impacting customer satisfaction scores and design projects to enhance these metrics. Your expertise will be vital in interpreting trends, identifying root causes, and supporting performance improvement initiatives..
Key Responsibilities:
- Ability to analyze qualitative and quantitative data and identifies opportunities for improvement of processes and customer experiences.
- Ability to analyze large datasets and gives project-related recommendations. Proactively identifying areas which require further attention and follow-up analytics to determine reasons for underperformance.
- The ability to develop and communicate opportunities to improve service experiences and business improvements based on the insights you glean from customer and business data and research.
- Strong knowledge of Microsoft PowerBI experience (Power BI Desktop, Power Apps, Power Pivot, Power Query, Gateway etc…)
- Proactively identify bottlenecks and bugs, and devise solutions to mitigate and resolve these issues
- Develop and maintain code quality, organization, and automatization.
- Proactively contribute to and shape quality deliverables, particularly during the design phase
- Anticipate and participate in code reviews to ensure quality deliverables.
- Practice and encourage knowledge sharing with a focus on establishing best practices.
- Monitor customer satisfaction and key operational metrics to identify performance trends.
- Prepare and present monthly management reports summarizing findings.
- Analyze qualitative and quantitative data using tools like Microsoft Pivot tables and crosstabs.
- Collaborate with statisticians on main driver analyses and correlations between customer satisfaction and operational metrics.
- Lead cause analyses to uncover performance gaps through observations and interviews.
- Organize action planning sessions with Call Center Operations and partners.
- Develop recommendations for operational adjustments and assist in testing new processes.
- Work closely with operational units to implement action plans effectively.
- Produce regular project updates and track progress against action plans.
- Document insights, proposals, and outcomes for internal and client reviews.
- Engage with external clients to present findings and propose solutions.
- Identify potential issues impacting analysis and collaborate on contingency planning.
- Contribute to decisions on analytical design and deliverable timelines.
Requirements:
- Bachelor’s degree in business, Analytics, Statistics, or a related field; Master’s degree preferred.
- 3-5 years of experience in data analysis or performance improvement, preferably in a call center environment.
- Strong knowledge of Microsoft PowerBI experience (Power BI Desktop, Power Apps, Power Pivot, Power Query, Gateway etc…)
- Strong knowledge of developing tabular and matrix report, different charts, deployment process using PowerBI.
- Experience in writing advanced queries and transformations with SQL
- Excellent written and verbal communication skills. Must be able to effectively communicate across all levels of the organizations with regard to all aspects of a project solution with managers, client and project team
- Ability to analyse large datasets and gives project-related recommendations. Proactively identifying areas which require further attention and follow-up analytics to determine reasons for underperformance.
- Proficiency in data analysis tools (e.g., Microsoft Excel, Pivot tables).
- Strong analytical skills with the ability to interpret complex data sets.
- Proven ability to collaborate with cross-functional teams and external clients.
- Strong problem-solving skills with a proactive approach.
- Experience in project management, ensuring timely delivery of results.
Join our team and contribute to enhancing customer experience through data-driven insights and operational excellence!
Location:
EGY Cairo Egypt-Smart Village Building B2110
Language Requirements:
English (Required)
Time Type:
Full time2025-04-05
If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
