Specialist, Global Analytic InsightsConcentrix

Job Title: Specialist, Global Analytic Insights
Job Description The Analytics Solutions Division caters to a sophisticated portfolio providing marketing research, consulting, and advance analytics tools and methodologies services to clients including top banks, credit card issuers, insurers, telecom service provider and 20 additional Fortune 500 companies.
Concentrix Philippines employ associates, specialists and project managers specializing in Consulting, Operational Analytics, Research and Decision Sciences that continually promote solutions to keep Concentrix as the Leader in Customer Management Solutions!
To Learn more about our Analytics division, please use this URL:
https://www.concentrix.com/solutions/analytics-and-insights/
DIMENSION & SCOPE:
The 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 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.
​CANDIDATE PROFILE:
Bachelor's degree in related field from a four-year college or university with three to five years related experience and MBA is a plus
Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes.
Leadership aptitude, strong organizational and project management skills.
Able to establish a course of action for self to accomplish a series of specific goals while using appropriate resources.
Good written and oral communication skills; strong interpersonal communication and ability to work well in teams.
Strong customer service orientation
Experience with contact centers, customer satisfaction data analysis is strongly preferred
Experience with statistical concepts and applications
Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.
Experience working in an emerging and rapidly changing environment.
Demonstrated ability to meet deadlines, even in a demanding and changing environment
Ability to travel periodically.
Experience with process consulting a plus.
Six Sigma Green Belt certification a plus.
Must have proficiency with various software applications including email messaging application, Microsoft Word, Excel (including Pivot table / Power Pivot functionality) and PowerPoint.
Location: PHL Makati City - Glorietta
Language Requirements: (Required)
Time Type: Full time
Concentrix