Job Title:
Analytics Consultant
Job Description
Consultant will deliver analysis of call center performance and customer
satisfaction data in support of operational improvement initiatives. This
position works on an analytic team to assess call 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, Global Analytic Insights will interpret performance
trends, identify root causes behind the trends, and then help support and
champion performance improvement efforts.
The Consultant will deliver analysis of call center performance and customer
satisfaction data in support of operational improvement initiatives. This
position works on an analytic team to assess call 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, Global Analytic Insights will interpret performance
trends, identify root causes behind the trends, and then help support and
champion performance improvement efforts.
Essential Functions/Core* 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
* Determines areas for focus and conducts analyses to understand the drivers of performance gaps
* Coordinates with statisticians for the 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. The root cause may include on-site observation, interviews, and process documentation
* Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing new/revised processes
* Facilitates the implementation of action plans in collaboration with Call Center Operational units
* Develops updates to reflect the current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call 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 the manager to determine contingency plans
* Contributes to decisions regarding analytic design, information requirements, and deliverable schedules
Candidate Profile
* Lean Six Sigma background
* Analytical thinking and analytic aptitude; ability to apply quantitative data analysis techniques to improve work processes
* Strong attention to detail
* Sense of professionalism and ability to develop relationships
* Strong communication skills, both written and verbal
* Strong customer service orientation
* Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
* Ability to work in an emerging and rapidly changing environment
What do* *you* *get* *from* *us* ?
* Remuneration based on technical skills
* Private medical plan
* Life and disability insurance
* Discounts program
*About** us* :**
Concentrix, a global customer experience services and technologies company,
providing support to the world 's best brands.

Every day, from more than ‎40 countries and across ‎6 continents, our ‎280 ‎000
employees deliver next-generation customer experience and help companies
better connect with their customers. We create

better business outcomes and help differentiate our clients through
technology, design, data, process, and people. Concentrix provides services to
clients in the following key industry verticals: technology & consumer
electronics; retail, travel & e-commerce; banking, financial services &
insurance; healthcare; communications & media; automotive; and energy & public
sector.

EMEACNX

Location:
Egypt, Cairo RHQ
Language Requirements:
English (Required)
Time Type:
Full time
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