Global Analytics Insights Senior Manager

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Job Title

Global Analytics Insights Senior Manager

Job Description

Were Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.

We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.

Our Game-changers

Challenge Conventions

Deliver outcomes unimagined

Create experiences that go beyond WOW

If this is you, we would love to discuss career opportunities with you.

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.

Concentrix 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.

Were a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.

As the Senior Manager in Advanced Ops Analytics, you will be at the heart of our mission to elevate call center performance. In this role, you will lead a passionate team of analytical professionals, guiding them in crafting and executing strategies that truly make a difference. Your deep understanding of analytics and call center operations will empower you to build strong relationships, deliver impactful recommendations, and synthesize insights across various programs to drive meaningful business improvements.

Responsibilities

• Oversee all approaches, processes, work products, and results within the analytics team. Manage a high-performance team to deliver quality analysis and business insights.
• Lead multiple complex projects across various lines of business, ensuring effective resource allocation and navigating project risks.
• Utilize advanced analytical and problem-solving skills to develop work plans that improve call center performance metrics.
• Apply financial techniques to identify key economic drivers and create business cases for performance improvement scenarios, project risks, and implementation options.
• Leverage extensive knowledge of analytics and call centers to train team members on uncovering insights and delivering consultative recommendations.
• Identify and deploy industry best practices in analytics to enhance team performance and project outcomes.
• Continuous Improvement: Aggregate learnings across programs to foster an environment of continuous improvement and contribute to broader organizational knowledge.
• Facilitate key meetings and cultivate partnerships with internal stakeholders and external clients to ensure alignment and collaboration.
• Expertise Development: Identify opportunities to develop additional expertise in call center performance analytics and process improvement.
• Train, develop, and manage the performance of direct reports, providing mentorship and direction in accordance with organizational policies.
• Ensure efficient utilization of staff across projects while maintaining a strong focus on internal profitability drivers.
• Serve as a subject matter expert for team members, providing guidance and support in analytics-related inquiries.
  
  

• Proven experience in analytics, preferably within a call center environment.
• Strong leadership and team management skills.
• Excellent project management capabilities with a track record of managing complex projects.
• Proficiency in analytical tools and methodologies.
• Strong financial acumen and ability to develop business cases.
• Exceptional communication and interpersonal skills.
• Ability to foster a culture of continuous improvement and innovation.
• Storytelling , Analytical thinking & Presentation skills
• Lean Six Sigma would be a nice to have
• Work is in a Hybrid module