Analyst, Global Analytic Insights

Job Title:

Analyst, Global Analytic Insights

Job Description

Your Journey at Concentrix + Webhelp Starts Here:

At Concentrix + Webhelp, 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 + Webhelp 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 Information Technology and Global Security team, you will deliver cutting-edge technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today’s hyperconnected world. You will be part of the technology team that is core to our vision of design, build and run the future of CX.

We’re a remote-first company looking to hire the absolute best talent in the world.

You will deliver analysis of call center performance and customer satisfaction data to support operational improvement initiatives. You will work on an analytic team to assess call center-controllable processes that have an impact on customer satisfaction scores or other important metrics and on the design and implementation of initiatives to improve those scores. The Analyst Operational Performance Analytics will interpret performance trends, identify root causes behind the trends, and then help support and champion performance improvement efforts. You will report to our Regional Leader. You will:

• Review customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produce monthly management reports
• Analyze qualitative and quantitative data and identify performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
• Determine areas for focus and conduct analyses to understand the drivers of performance gaps Coordinate with statisticians for development of important driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time
• Coordinate data feeds with Operations to provide data for analysis
• Support relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may contribute to lower important metric results; serve as an extension of the Operational team; may document operational processes as input to improvement initiatives
• Facilitate root cause analysis to determine the underlying reasons for performance gaps. Root cause may include on site observation, interviews, and process documentation
• Facilitate action planning sessions with Call Center 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 Center 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 center operational performance on objectives; isolate initiative effectiveness on improving important performance metrics
• 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
  
  

You need to have is:

• Bachelor's degree in related field from a four-year college or university with two to four years related experience
• Experience applying quantitative data analysis techniques to improve work processes
• Work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
• Experience with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure or process consulting experience
• Proficient in Microsoft excel (can perform complex functions)
• Exposure to Six Sigma methodology
• Up to 10% travel may be required
  
  

Location:

EGY Cairo Egypt-Smart Village Building B2110

Language Requirements:

Time Type:

Full time

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