Concentrix

Manager, Global Analytic Insights

Concentrix

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $95,859 - $136,942 per year

Job Level

SeniorLead

Tech Stack

Python

About the role

  • Oversees the implementation of analytic and performance improvement activities for large and/or complex accounts in conjunction with business unit and support groups.
  • Ensures consistency of approach, quality of insight and accuracy of delivery across programs
  • Leads a team of Analysts and/or Consultants, to deliver high quality analysis, thought capital and clear recommendations bounded by options, ROI/impact potential and risk scenarios
  • Oversees descriptive and statistical analysis, qualitative process documentation via interviews, focus groups, and side by side or remote observations, recommendation development and initiative measurement
  • Conducts qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Excel, Python, R, or other tools.
  • Develops key driver analysis, statistical linkages and calibration between metrics.
  • Provides technical guidance, answering questions, strategizing analytical framework and work plan development, checking and validating results and findings, etc.
  • Teaches others how to derive insights that are not obvious and build recommendations that have a solid business case for success
  • Leads or co-leads internal and external client presentations of key insights, gap assessments, solution recommendations, and initiative success measurement; able to articulate high level business concepts as well as detailed data analysis results
  • Builds relationships with peers in Operations and support groups to understand current operational processes and identify possible gaps that may be contributing to lower key metric results
  • Ensures that standards and best practices are incorporated into the project and to process improvement efforts
  • Demonstrates an understanding of internal profitability drivers and is accountable for actual hours versus budget for self and team
  • Makes decisions about optimal resource utilization and goals to support departmental goals within own team, as well as resolution of issues in accordance with department plans and priorities.
  • Able to translate business and departmental objectives into specific tactics to be taken by the team to achieve results
  • Delivers consultative recommendations to clients by drawing from information captured from the team and leveraging prior industry experience and knowledge.
  • Stays abreast of industry and market practices and incorporates the use of this knowledge with client and internal programs
  • Oversees, coaches, and directly manages direct reports

Requirements

  • Bachelor’s degree in related field from a four-year college or university (preferred)
  • more than seven years of relevant experience (with at least two years of Progressive Management Experience) (preferred)
  • Two to three years of experience with call center and process improvement (preferred; customer satisfaction analysis a plus)
  • Six Sigma Green or Black Belt certification preferred, but not required
  • Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach
  • Passion for producing high quality analytics deliverables and communicating results to leadership
  • Proficiency with Microsoft Excel, Python, R, or other tools
  • Excellent communication skills
  • Ability to motivate teams and manage in fast-paced, high-energy environment