Consultant Global Analytic Insights at Concentrix

Key Responsibilities:

• 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.
• Proficiency in data analysis tools (e.g., Microsoft Excel, Pivot tables).
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent verbal and written communication skills for diverse audiences.
• 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.

Closing Date: 2025-08-01