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Manager, Analytics

3 months ago

Thane, India Concentrix Full time
DescriptionYour 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 youIf 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 Information Technology and Global Security team, you will deliver the latest 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 develop, build and run the future of CX.We’re a remote-first company looking for the absolute best talent in the world.#LI-Hybrid

DESCRIPTION

Support effective and efficient delivery of assigned transformation initiative(s), assist in designing, modeling and implementing new or modified business process solutions. Partner with delivery teams to drive continuous improvement by using data to identify opportunities for improvement, develop and present business case justifications for pursuing opportunities, and working with account SMEs to leverage continuous improvement models, tools, and technology to achieve measurable results.RESPONSIBILITIES

Support the Transformation Lead by actively owning Releases / Sub-projects within the master project / EpicResearch, analyse and interpret complex business information to support diagnosis. Experience in project management of inbound and outbound sales would be an added advantage,Identify opportunities, solutions, and benefits. Considers alternative options and identifies pros and cons of the solutions to find best fitCreate Customer Journey Maps and Process Mapping to develop an optimized future state experience and design, incorporating technological enhancementsCreate User Stories, activity diagrams to map processes and data flow in their assigned projectsCreate slides, charts and information packs that provide accurate and engaging visual materials for stakeholders from a range of levels and backgroundsProactively manage the risk register and risk process within the project, ensuring mitigating actions are in place and managed, and escalating as appropriate.Create Benefit Summary/Case, detailed RACI matrix and Cost Benefit Analysis of initiatives in assigned projectsMonitor project and initiatives from proposal to benefits realization

SKILLS & QUALIFICATIONS

Min. 1-year managerial experience in Operational Delivery or Delivery SupportExperience in business process modelling, analysis and functional design, writing business and process documentation, system/data analysis and data interrogationKnowledge of Agile methodology, (Scrum – CSM certification would be an advantageous)Lean Six Sigma (Knowledge desirable)Demonstrable team leadership and cross-functional team experiencePreferable exposure to digital technologies (RPA, Chat BOTs, Self-Services, IVR)Excellent attention to detail and strong focus on completing/finishingExcellent oral and written communication, ability to interact effectively with all levels of managementExcellent interpersonal skills and ability to communicate effectively with staff, at all levels

Location:India Thane - G-Corp, MaharashtraLanguage Requirements:

Time Type:Full time