senior specialist, Operational analyticsConcentrix

Please Note: Job cannot be performed in the state of Colorado, USA.
Job Title: Senior Specialist, Operational Analytics
Job Description The Sr Specialist, Global Analytic Insights will deliver analysis of contact center performance and customer satisfaction data in support of operational improvement initiatives. This position works on an analytic team to assess contact center-controllable processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores. The Sr/Specialist will interpret performance trends, identify root causes behind the trends, and then help co-develop and champion performance improvement efforts.
PRIMARY DUTIES AND RESPONSIBILITIES:
Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports.
Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools.
Proactively determines areas for focus and conducts analyses to understand the drivers of performance gaps.
Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time.
Coordinates data feeds with Operations to provide data for analysis.
Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives.
Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation.
Facilitates action planning sessions with Contact Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes.
Facilitates the implementation of action plans in collaboration with Contact Center Operational units
Develop updates to reflect current status of activities; proactively monitors progress against action plans and contributes to decisions to ensure goals are met; monitors contact center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics.
Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations.
Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans.
Contributes to team objectives and outcomes
Produces quality output and meets client and internal timing demands.
Contributes to decisions regarding analytic design, information requirements and deliverable schedules.
Candidate may provide oversight and coaching to Associate Business Analysts.
Location: PHL Mandaluyong City - Megamall
Language Requirements:
Time Type: Full time
Concentrix

Baguio, Benguet
Permanent
Full-time