Data Insights Analyst
2 semanas atrás
About Us
We're a global solutions company that reimagines everything Customer Experience (CX) through strategy, talent, and technology. Our Concentrix Catalyst team is at the forefront of experience design and engineering capabilities, combining human-centered design, powerful data, and strong tech to accelerate CX transformation at scale.
Job Overview
This role offers an exciting opportunity to work with our professional services team, delivering strategic consulting, design, advisory services, market research, and contact center analytics that drive insights and value for our clients. If you have a passion for analytical thinking and applying quantitative data analysis techniques to improve work processes, we'd love to hear from you.
Key Responsibilities
- Review customer satisfaction and operational metric results to identify trends in performance; produce monthly management reports.
- Analyze qualitative and quantitative data, identifying performance improvement opportunities using tools like Microsoft Pivot tables or other advanced statistical methods.
- Determine areas for focus and conduct analyses to understand the drivers of performance gaps.
- Coordinate with statisticians for main driver analysis, statistical linkages, and calibration between customer satisfaction and other operational metrics.
- Coordinate data feeds with Operations to provide data for analysis.
- Support relationship-building with peers in Operations to understand current operational processes and identify possible gaps contributing to lower key metric results.
- Facilitate root cause analysis to determine underlying reasons for performance gaps.
- Facilitate action planning sessions with Call Center Operations or other partners, developing recommendations involving operational changes expected to improve results.
- Help implement action plans in collaboration with Call Center Operational units.
- Develop updates to reflect current status of activities; monitor progress against action plans and contribute to decisions to ensure goals are met.
Candidate Requirements
- Bachelor's degree in a related field from a four-year college or university with two to four years of related experience.
- Advanced English level is a must.
- Strong analytical thinking and ability to apply quantitative data analysis techniques.
- Excellent Excel skills and experience with statistical concepts and applications.
- Exposure to Six Sigma methodology and call center operations.
Location: SLV San Salvador - Blvr. Sta. Elena
Salary Range: $65,000 - $85,000 per annum
Language Requirements: English, Spanish
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