Job Title:
Consultant, Global Analytic Insights
Job Description
We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
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.
We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Hybrid
The Consultant, Global Analytic Insights will deliver analysis of call center performance and customer satisfaction data to support operational improvement initiatives. You will work on an analytic team to assess call center-controllable processes that have an impact on customer satisfaction scores or other important metrics and on the design and implementation of programs to improve those scores. The Consultant will interpret performance trends, identify causes behind the trends, and then help support and champion performance improvement efforts. You will report to Global Analytics Manager
Job Description Essential Functions/Main 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 with Microsoft Pivot tables, cross-tabs or through other tools
- Determine areas for focus and conducts analyses to understand the drivers of performance gaps
- 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
- Coordinate data feeds with Operations to provide data for analysis
- Support relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may contribute to lower key metric results; serve as an extension of the Operational team; may document operational processes as input to improvement plans
- Facilitate root cause analysis to determine the underlying reasons for performance gaps. Root cause may include on site observation, interviews, and process documentation
- Facilitate action planning sessions with Call Center Operations or other partners. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes
- Help implement action plans in collaboration with Call Center Operational units
- Develop updates to reflect current status of activities; monitor progress against action plans and contribute to decisions to ensure goals are met; monitors call center operational performance on objectives; isolate initiative effectiveness on improving performance metrics
- Produce documentation of important insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; work with external clients to present analytic results and solution recommendations
- Identify 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
Candidate Profile
- Bachelor’s degree in related field from a four-year college or university with two to four years related experience. Advanced English level is a must
- Analytical thinking and ability to apply quantitative data analysis techniques to improve work processes
- Strong customer service orientation
- Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
- Ability to multi-task, prioritize, and meet timelines on deliverables
- Experience with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and process consulting experience
- Excellent Excel skills (can perform complex functions) are must, python, Power BI, others are nice to have
- Exposure to Six Sigma methodology
Location:
SLV San Salvador - Blvr. Sta. Elena
Language Requirements:
English, Spanish
Time Type:
Full time
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