Professional, BI Specialist (TCF) at Concentrix

Job Description

JOB PURPOSE

• To support the development and implementation of service insight on strategic client accounts with strong emphasis on practical and quantifiable solutions developed from intelligent analytical insight.
• To differentiate in the outsource contact centre market through applied analytical insight.
• To drive, create and support the implementation of practical, measurable and successful operational solutions based on structured analytical methodology and the insight generated therein.

ACCOUNTABILTIES & DELIVERABLES SERVICE EXCELLENCE

• How you relate to customers and take opportunities to provide the best level of service possible in all circumstances.

DRIVING RESULTS

• How you contribute to business results through achieving individual and team objectives.

INNOVATION

• How you look for opportunities to improve the organisation and manage any associated risks.

MANAGING RELATIONSHIPS

• How you work with others throughout the business and demonstrate our values of ‘Integrity’ and ‘Respect’.

REQUIRED BEHAVIOURAL COMPETENCIES

• Recognition - Acknowledgement of individual contribution is essential to ensure our collective success.
• Integrity - We work with a positive attitude leading by example; we treat others the way we expect to be treated.
• This role profile may be varied, altered or replaced from time to time and the company reserves the right not to apply certain aspects of the role profile if it is appropriate to do so. common success takes precedence over personal interest.
• Commitment - We honour the promises made to colleagues and customers.
• Wow - By trying to go beyond their expectations, we continually seek to amaze the people we work with!

WHAT YOU NEED

• Degree level qualification in any discipline (although science preferred) First class working standards, which are conveyed in approach and attitude.
• Experience in feeding back complex information, ensuring concise information is conveyed and tangible actions agreed.
• Proven understanding of fundamental statistical analytical techniques
• (Process Analytical skills such as Six Sigma or Prince 2 would be advantageous)
• Strong numeracy skills
• Strong practical knowledge of statistics essential
• Ability to develop practical solutions based on outputs of data
• Ability to compose and create high level presentations, papers and documentation
• Demonstrable methodological approach to problem solving and analytics
• Exceptional written and verbal communication skills
• Ability to communicate effectively and compellingly with internal and external clients at all levels of seniority
• Strong level of Computer Literacy (Excel, SPSS (or similar), Minitab and similar would be preferable)
• Excellent planning, organisational, and time management skills.
• Call Centre Management experience preferable
• Innovative problem solving skills.
• Project Management experience advantageous
• Ability to work under pressure and meet deadlines
• Ease with public communication with large groups and individuals
• Demonstrate logical thought processes
• Understanding of measurement applicability
• Proven track record in effectively supporting change management initiatives preferable.
• Results focused and committed to high personal standards and a desire to achieve and develop both
• Proactively puts new ideas forward to management
• Proactively challenge status quo in a diplomatic fashion
• Able to persuade others to accept alternative views and effect outcome
• Convinces others through discussion, explanation and reasoning to accept views.