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Dubai

    Sr Analyst - Dubai, United Arab Emirates - Concentrix Catalyst

    Concentrix Catalyst
    Concentrix Catalyst Dubai, United Arab Emirates

    5 days ago

    Default job background
    Description

    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 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. 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 of new/revised processes
    • Facilitates the implementation of action plans in collaboration with Call Center Operational units
    • Develops updates to reflect 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 manager to determine contingency plans
    • Contributes to decisions regarding analytic design, information requirements and deliverable schedules

    Candidate Profile

    • Bachelor's degree in related field from a four-year college or university with two to four years related experience preferred
    • 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 an emerging and rapidly changing environment
    • Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables
    • Experience or exposure with statistical concepts and applications, data analysis, call center exposure, customer satisfaction data exposure and/or process consulting experience preferred
    • Proficient in Microsoft Office
    • Exposure to Six Sigma methodology
    • Up to 10% travel may be required
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