Consultant Global Analytic Insights

Job Title:

Consultant Global Analytic Insights

Job Description

We're Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
Challenge Conventions
Deliver outcomes unimagined
Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
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.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
We're a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Remote

The Consultant, CX Operations Insights will be instrumental in analyzing call center performance and customer satisfaction data to drive operational improvements. Reporting to the Senior Analytics Manager, you will evaluate processes impacting customer satisfaction scores and design projects to enhance these metrics. Your expertise will be vital in interpreting trends, identifying root causes, and supporting performance improvement initiatives.

Key Responsibilities:

• Monitor customer satisfaction and key operational metrics to identify performance trends.

  
  

• Prepare and present monthly management reports summarizing findings.

  
  

• Analyze qualitative and quantitative data using tools like Microsoft Pivot tables and crosstabs.

  
  

• Collaborate with statisticians on main driver analyses and correlations between customer satisfaction and operational metrics.

  
  

• Lead cause analyses to uncover performance gaps through observations and interviews.

  
  

• Organize action planning sessions with Call Center Operations and partners.

  
  

• Develop recommendations for operational adjustments and assist in testing new processes.

  
  

• Work closely with operational units to implement action plans effectively.

  
  

• Produce regular project updates and track progress against action plans.

  
  

• Document insights, proposals, and outcomes for internal and client reviews.

  
  

• Engage with external clients to present findings and propose solutions.

  
  

• Identify potential issues impacting analysis and collaborate on contingency planning.

  
  

• Contribute to decisions on analytical design and deliverable timelines.

  
  

Requirements:

• Bachelor’s degree in Business, Analytics, Statistics, or a related field; Master’s degree preferred.

  
  

• 3-5 years of experience in data analysis or performance improvement, preferably in a call center environment.

  
  

• Proficiency in data analysis tools (e.g., Microsoft Excel, Pivot tables).

  
  

• Strong analytical skills with the ability to interpret complex data sets.

  
  

• Excellent verbal and written communication skills for diverse audiences.

  
  

• Proven ability to collaborate with cross-functional teams and external clients.

  
  

• Strong problem-solving skills with a proactive approach.

  
  

• Experience in project management, ensuring timely delivery of results.

  
  

Join our team and contribute to enhancing customer experience through data-driven insights and operational excellence!

Location:

EGY Sheikh Zayed City - Park St. Complex, Building 3, El Bostan Street

Language Requirements:

English (Required)

Time Type:

Full time2025-01-28

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