Job Title:

Sr 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 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.

The Sr. Analyst, CX Operations Insights will deliver analysis of call center performance and customer satisfaction data supporting operational improvement initiatives. You will work on an analytic team to assess call center-controllable processes that have an impact on customer satisfaction scores and on the design and implementation of initiatives to improve those scores.

Requirements

Bachelor's degree in related field2 - 3 years of experience in analyticsExperience with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and process consulting experienceProficient in Microsoft OfficeExposure to Six Sigma methodology

Responsibilities

You will analyze qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other toolsDetermine areas for focus and conducts analyses to understand the drivers of performance gapsDevelop 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 goals; isolate initiative effectiveness on improving performance metricsProduce documentation of important insights, and action plan results for incorporation into internal or client reviewsContribute to decisions regarding analytic design, information requirements and deliverable schedules

You will report to a team of Global Analytics Insights at CNX

#ConcentrixCatalyst

Location:

Dominican Republic- Santo Domingo

Language Requirements:

Time Type:

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