Job Title:
Senior Analyst Global Analytic Insights (Hybrid)
Job Description
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 business 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?
Are you fanatical in your pursuit to continue improving your capabilities?
Concentrix provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including private medical plans, competitive salary, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
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 to hire the absolute best talent in the world.
#LI-Hybrid
Essential Functions/Core Responsibilities
- Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports
- You will analyse qualitative and quantitative data and identify performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools
- Coordinate with statisticians for development of main driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time
- Facilitates root cause analysis to determine the underlying performance gaps. Cause may include on site observation, interviews, and process documentation
- Facilitates action planning sessions with Call Centre Operations or other partners. Helps develop recommendations involving operational changes that are expected to improve results; help test new/revised processes
- Help implement action plans in collaboration with Call Centre Operational units
- Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call centre operational performance on goals
- You will produce documentation of important insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations
- Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans
- Contribute to decisions regarding analytic design, information requirements and deliverable schedules
Location:
CAN Dartmouth - Eileen Stubbs Ave
Language Requirements:
English (Required)
Time Type:
Full time2024-08-01
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