Senior Analyst- Global Analytics and Insights

Job Title:

Job Description

Senior Analyst- Global Analytics and Insights

Concentrix

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Gurgaon and Kolkata

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JOB DESCRIPTION SUMMARY

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 our 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?

Concentrix + Webhelp 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.

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.

We're a remote-first company looking for the absolute best talent in the world.

#LI-Hybrid

PRIMARY Responsibilities:

• Analyse qualitative and quantitative data and identify opportunities.
• Journey Mapping, Reviewing Customer Metrics and process design
• Conduct planning, data collection, data cleansing and data linkage including use of AI or other techniques.
• Analysis of data to spot customer trends
• Identify underlying drivers and provide input to improvement initiatives.
• Drive project/campaign development based on analytic findings, metric performance, and client business needs.
• Collaborate with customers and other stakeholders on improvement projects.
• Develop and present project updates, findings and solutions to internal and external client stakeholders.

ESSENTIAL CRITERIA:

• Strong analytical thinking as well as problem solving skills
• Proven ability to apply data analysis techniques to improve work processes producing positive results for a function and/or business unit.
• Strong organizational and project management skills.
• Experience in consulting or improving business and/or CX processes.
• Strong client orientation
• Demonstrated ability to meet deadlines, in a demanding and changing environment
• High proficiency with contemporary analytic technologies, statistical concepts and applications
• Demonstrate experience in applying contemporary improvement techniques and
• Excellent written and oral communication skills and ability to work well in a team
• Ability to travel periodically.

DESIRABLE CRITERIA:

• Experience with contact centers, customer satisfaction or CX data analysis is preferred
• Six Sigma training and green belt certification
• Use of Python, R and SQL
• Expertise in Power BI or Tableau
• Experience with speech and text analytic tools and/or other AI and Machine Learning tools

This is a great opportunity for someone looking to join a vibrant, growing, global business where you will have the opportunity to take advantage of excellent development and career opportunities as well as working as part of a highly professional and fantastic analytics team.

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