Website Concentrix
Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 125 new economy clients. Every day, from more than 40 … read morecountries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through Strategy +Talent + Technology. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; energy and public-sector.
Key Responsibilities:
Monitor customer satisfaction and key operational metrics to identify performance trends.
Prepare and present monthly management reports summarizing findings.
Analyze qualitative and quantitative data using tools like Microsoft Pivot tables and crosstabs.
Collaborate with statisticians on main driver analyses and correlations between customer satisfaction and operational metrics.
Lead cause analyses to uncover performance gaps through observations and interviews.
Organize action planning sessions with Call Center Operations and partners.
Develop recommendations for operational adjustments and assist in testing new processes.
Work closely with operational units to implement action plans effectively.
Produce regular project updates and track progress against action plans.
Document insights, proposals, and outcomes for internal and client reviews.
Engage with external clients to present findings and propose solutions.
Identify potential issues impacting analysis and collaborate on contingency planning.
Contribute to decisions on analytical design and deliverable timelines.
Requirements:
Bachelor’s degree in Business, Analytics, Statistics, or a related field; Master’s degree preferred.
3-5 years of experience in data analysis or performance improvement, preferably in a call center environment.
Proficiency in data analysis tools (e.g., Microsoft Excel, Pivot tables).
Strong analytical skills with the ability to interpret complex data sets.
Excellent verbal and written communication skills for diverse audiences.
Proven ability to collaborate with cross-functional teams and external clients.
Strong problem-solving skills with a proactive approach.
Experience in project management, ensuring timely delivery of results.
Closing Date: 2025-08-01
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