Sr Analyst, Global Analytic Insights

Job Title:

Sr Analyst, Global Analytic Insights

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate 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.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Sr. Analyst role is critical in driving business success through a blend of general data analytics and specialized speech analytics. The ideal candidate will be adept at transforming raw information into actionable insights by processing data from various sources, including call recordings and chat logs. They will proactively assess programs to identify projects that boost operational efficiency and financial performance. The Sr. Analyst is expected to focus on delivering results across multiple domains, applying process improvement principles to streamline workflows and develop solutions for revenue enhancement opportunities.

In this position, the Senior Analyst will work closely with cross-functional teams to integrate insights into business strategies, ensuring that the analytics efforts align with the organization's goals. They will employ a strategic approach to analyze industry trends and leverage competitive intelligence, converting these into practical recommendations for strategic decision-making.

Responsibilities:

Strategic Insight:

• Work in partnership with internal and client units to gain a comprehensive understanding of their business strategies, processes, and services.

• Comprehend the broader business environment in which the company operates, including industry trends, competitive landscape, and internal dynamics.

• Identify opportunities that are crucial in overcoming business challenges based on impact and value.

• Leverage collected insights, business environment intelligence, and data measurement for solution feasibility.

Process Review and Improvement:

• Understand, map and review assigned business processes from end-to-end.

• Identify operational, financial, and technological risks, and provide quantified mitigation strategies.

• Develop innovative solutions to operational challenges based on comprehensive data analysis.

Speech Analytics Management

• Configure and manage speech analytics tools to extract meaningful insights from customer interactions.

• Establish and refine business rules within these tools to effectively guide data analysis and interpretation.

• Analyze speech patterns to identify key phrases, customer behaviors, and sentiment, translating these into actionable business insights.

Analytical Project Management/Participation:

• Manage project timelines and documentation, ensuring the effective application of analytics insights.

• Partner with operations to ensure the successful implementation and impact of data-driven recommendations.

• Conduct data analysis and present actionable and quantifiable recommendations.

• Implement and track the impact of recommendations to ensure value realization.

Communication and Relationship Management:

• Keep stakeholders informed through effective communication – manage clients’ previous and current needs, align tasks to appropriate departments, showcase project gains and victories, and advise of progress and potential showstoppers.

• Effectively present complex data insights to stakeholders at all levels, ensuring alignment with business objectives.

• Maintain strong relationships with stakeholders to maximize the impact of analytic initiatives.

Data-Driven Decision Making:

• Utilize expertise in Information Systems to develop, set up, and manage coherent reports that contribute to the execution of action plans.

• Integrate speech and general analytics into comprehensive reports and dashboards to support decision-making.

• Ensure data accuracy and use statistical methods for trend validation and insight reliability.

• Leverage data reporting to gain business insight and operationalize opportunities identified, with the possibility of employing statistical analysis for trend/insight validity.

Teamwork and Accountability:

• Ensuring client wins by initiating improvements and owning the business.

• Coordinate and contribute with team members and peers to implement solutions.

• Holds self-accountable by following through on proposed initiatives, implementation, and outcomes.

Call-Related Tasks:

• Listen to live and recorded calls to generate data and/or spot quantifiable improvement opportunities and glean business insights.

• Analyze customer interactions using speech analytics to identify improvement opportunities.

• Assess customer emotions and satisfaction levels through sentiment analysis.

• Identify hindrances to issue resolution and ensure process compliance is consistent on customer interactions.

Qualifications:

• Required:

• Bachelor’s degree in related field from a four-year college or university with two to four years related experience.

• Strong analytical skills and ability to use descriptive statistics & predictive analytics methods to translate data into business insights.

• Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts.

• Ability to adjust and adapt to constantly changing business needs & priorities.

• Verifiable skill in following through with project/solutions implementation. Adept at leading solutions implementation from identification of opportunity and determining business case/potential value and ROI to results/ROI follow-through.

• Excellent communication and collaboration skills, with particular focus on promoting analysis and proposing solutions.

• Ability to work quickly and efficiently without direction or supervision for extended periods.

• Advanced/expert skills in the use of Microsoft Office applications.

• Demonstrated ability in creative problem solving and innovative solution development.

• Willing to align to a North American work schedule.

• Willing to work onsite fully.

• Preferred

• Experience with Python, SQL, Databricks, and speech analytics software.

• Familiarity with machine learning concepts and technologies.

• Experience using AI tools to create solutions.

• Knowledge of Six Sigma or similar process improvement methodologies.

#WAH

#LI-Remote

Location:

El Salvador- San Salvador

Language Requirements:

Time Type:

Full time

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