Insights Analyst at Concentrix

Job Description

• To support the development and implementation of service insights across strategic client accounts, with a strong focus on turning data into practical and quantifiable solutions.
• This role plays a critical part in differentiating the business in the outsourced contact centre market through intelligent analytics. By applying structured methodologies, the Insight Analyst delivers measurable, data-driven outcomes that improve business performance, customer experience, and operational efficiency.

Qualifications and Skills Required

• Degree-level qualification in any discipline (science or data-related fields preferred).
• Proven understanding of fundamental statistical and analytical techniques (experience with Six Sigma, Prince 2, or similar methodologies advantageous).
• Strong numeracy and practical knowledge of statistics essential, with experience in advanced techniques such as regression analysis, clustering, and predictive modeling.
• Proficiency in programming languages such as Python, R, or SQL, as well as data visualization tools like Tableau, Power BI,DOMO or QlikView.
• Familiarity with statistical software (SPSS, Minitab, or similar) and advanced Excel functionalities.
• Ability to develop practical, actionable solutions based on data insights.
• Strong written and verbal communication skills, with experience in storytelling with data to drive business decisions.
• Experience presenting to and influencing internal and external stakeholders at all levels of seniority.
• Demonstrable ability to compose high-level presentations, papers, and documentation tailored to the audience.
• Experience in cross-functional collaboration and managing diverse stakeholders.
• Exceptional planning, organizational, and time management skills.
• Call Center Management experience preferred, with a track record of supporting operational improvements.
• Project management experience and related certifications advantageous.
• Innovative problem-solving skills and the ability to adapt to evolving business needs.
• Continuous learning mindset to stay updated on emerging trends in analytics and data science.

Person Specification

• Minimum 2+ years’ experience in data analysis, insights, or a similar analytical role.
• Proficient in data visualisation tools such as Power BI, Tableau, or Looker.
• Working knowledge of SQL for querying databases.
• Demonstrated understanding of fundamental statistical and analytical techniques, including methodologies such as Six Sigma or Prince 2.
• Experience using Python or R for statistical programming is a plus.
• Strong communication and storytelling skills, able to clearly translate data into actionable insights for technical and non-technical audiences.
• High attention to detail and strong problem-solving capabilities.
• Ability to develop practical solutions based on the outputs of data analysis.
• Familiarity with predictive analytics and machine learning techniques is advantageous.
• Proficiency with Microsoft applications, particularly Excel and PowerPoint.
• Understanding of client systems, processes, and best practices in a BPO or contact centre context.

Accountabilities & Deliverables

Service Excellence

• Proactively identify opportunities to enhance the level of service provided to internal and external stakeholders.
• Develop and present insights in a manner that is clear, concise, and actionable.

Driving Results

• Contribute to business success by achieving individual and team objectives.
• Use data-driven insights to support strategic decisions and deliver measurable business outcomes.

Innovation

• Seek opportunities to improve processes, tools, and methodologies while managing associated risks.
• Proactively suggest new ideas to management and challenge the status quo diplomatically.

Managing Relationships

• Build and maintain strong relationships across the organization, demonstrating integrity and respect.
• Engage effectively with stakeholders, persuading others to consider alternative perspectives and accept outcomes through logical discussion and reasoning.

Required Behavioral Competencies

• Recognition – Acknowledge and celebrate individual contributions to ensure collective success.
• Integrity – Maintain a positive attitude and lead by example, treating others with respect and fairness.
• Unity – Prioritize team success over personal interests, fostering a collaborative environment.
• Commitment – Honor promises made to colleagues and customers, consistently delivering high-quality results.
• Wow Factor – Strive to exceed expectations by continually seeking to amaze and inspire.
• Adaptability – Thrive in a fast-paced, high-pressure environment while maintaining focus and resilience.
• Proactive Learning – Demonstrate a commitment to personal and professional growth by staying informed about industry trends.
• Emotional Intelligence – Effectively manage interpersonal relationships with empathy and professionalism.