Job Title:
Global Analytic Insights Consultant
Job Description
Your Journey at Concentrix Starts Here:
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
The Consultant CX Operations Insights will deliver analysis of call centre performance and customer satisfaction data to support operational improvement initiatives. Reporting to the Snr Analytics Manager you will work on an analytic team to assess call centre-controllable processes that have an impact on customer satisfaction scores or other metrics and on the design and implementation of initiatives to improve those scores. Consultant will interpret performance trends, identify causes behind the trends, and then help support and champion performance improvement efforts.
Essential Functions/Core Responsibilities
- Review customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produce 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.
- Facilitate root cause analysis to determine the underlying performance gaps. Cause may include on site observation, interviews, and process documentation
- Facilitate action planning sessions with Call Centre Operations or other partners. Help 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
- Develop updates to reflect current status of activities; monitors progress against action plans and contribute 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; interact 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 one to two years related experience
- Lean Six Sigma experience is a plus
- You will be an analytical thinker with the ability to apply quantitative data analysis techniques to improve work processes
- You will have experience using tools such as Power-BI, Tableau and Excel (can perform complex functions) .
- Experience within a Customer Service focused environment
- Experience working in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
Location:
EGY Cairo Egypt-Smart Village Building B2110
Language Requirements:
Time Type:
Full time2024-05-30
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