Manager, Global Analytic Insights

Job Title:

Manager, Global Analytic Insights

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate 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.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Manager, Global Analytic Insights leads teams consisting of analytic personnel in the development and deployment of recommendations to improve call center performance. This position leverages his/her broad knowledge of analytics and call centers to build client relationships, direct recommendations that will have significant business impact for client programs, aggregate learnings across programs to better the overall business, and ensure industry best practices are being leveraged. The incumbent must have the leadership aptitude and ability to manage a team of individual contributor analysts and analytic managers and have the ability to provide strategic direction, talent management, and professional direction to team members. He/she manages large, complex projects with multiple lines of business within each project along with resource allocations that have a high impact, broad scope and long implementation time frames.

Essential Functions/Core Responsibilities

• 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 a