Key Responsibilities:<\/p>\n
\tMonitor customer satisfaction and key operational metrics to identify performance trends.
\n\tPrepare and present monthly management reports summarizing findings.
\n\tAnalyze qualitative and quantitative data using tools like Microsoft Pivot tables and crosstabs.
\n\tCollaborate with statisticians on main driver analyses and correlations between customer satisfaction and operational metrics.
\n\tLead cause analyses to uncover performance gaps through observations and interviews.
\n\tOrganize action planning sessions with Call Center Operations and partners.
\n\tDevelop recommendations for operational adjustments and assist in testing new processes.
\n\tWork closely with operational units to implement action plans effectively.
\n\tProduce regular project updates and track progress against action plans.
\n\tDocument insights, proposals, and outcomes for internal and client reviews.
\n\tEngage with external clients to present findings and propose solutions.
\n\tIdentify potential issues impacting analysis and collaborate on contingency planning.
\n\tContribute to decisions on analytical design and deliverable timelines.<\/p>\n
Requirements:<\/p>\n
\tBachelor\u2019s degree in Business, Analytics, Statistics, or a related field; Master\u2019s degree preferred.
\n\t3-5 years of experience in data analysis or performance improvement, preferably in a call center environment.
\n\tProficiency in data analysis tools (e.g., Microsoft Excel, Pivot tables).
\n\tStrong analytical skills with the ability to interpret complex data sets.
\n\tExcellent verbal and written communication skills for diverse audiences.
\n\tProven ability to collaborate with cross-functional teams and external clients.
\n\tStrong problem-solving skills with a proactive approach.
\n\tExperience in project management, ensuring timely delivery of results.<\/p>\n
Closing Date:\u00a02025-08-01<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Concentrix","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"Concentrix, Corporation (Nasdaq: CNXC) is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world\u2019s 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.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":{"0":"post-13349","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-kwazulu-natal","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/13349","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=13349"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=13349"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=13349"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}