Business Analyst/Consultant for Global Analytic Insights


Business Analyst/Consultant for Global Analytic Insights

Are you passionate about working with numbers, metrics and analyzing tools, truly customer-oriented and love being a consultant for the business? You have excellent communication skills in English and may be also in French and are curious from nature to resolve problems and thinking ahead? Then we are looking for you!

As our Contact Center Performance Business Analyst you act as a consultant for our business and are part of our Global Analytic Insights team. With this, you will deliver analysis of contact center performance and customer satisfaction data in support of operational improvement initiatives. You assess processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores. For this, you will interpret performance trends, identify root causes behind the trends, and then contribute to the development of performance improvement efforts.

We are looking for highly motivated team players who want to help us provide world class customer service and who understand metrics and our business – and the needs of our client, a global player in retail. We would love for you to become part of the Concentrix team!

Our awesome colleagues at our location in Amsterdam will welcome you every day in the office - but you can also choose to work from home to some extent, if you like to.

If you are living in Ireland or Bulgaria - please apply, too! We have fantastic teams in Dublin and in Sofia, too, that you can see each day, working there if you like to. Or spend some days in WAH and only occasionally travel to the office (e.g. 1/week). Also working at home in the UK is possible. - Let's discuss your preferences!

Your tasks

  • You review customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance and produce monthly management reports

  • Analyze qualitative and quantitative data and identify performance improvement opportunities via Microsoft Pivot tables, crosstabs or via other tools

  • Proactively you determine areas for drill-down focus and conduct analyses to understand the drivers of performance gaps

  • Develop key driver analysis, statistical linkages and calibration between metrics

  • The data feed coordination with Operations to provide data for analysis will be part of your tasks

  • Document current operational processes as part of root cause analysis and input to improvement initiatives; identify possible gaps that may be contributing to lower key metric results

  • Facilitate and conduct root cause analysis to determine the underlying drivers behind performance gaps, which may include on site observation, interviews, and process documentation

  • You contribute to precise analytic and engagement plan development based on analytic findings, metric performance, and client business needs

  • You contribute to recommendation and initiative development

  • You will develop updates to reflect current status of activities; monitor progress against action plans as much as contact center operational performance on goals and objectives and isolate initiative effectiveness on improving key performance metrics

  • Also you do the documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews

  • You will develop key driver analysis, statistical linkages and calibration between metrics as much as facilitate and conduct root cause analysis to determine the underlying drivers behind performance gaps

  • With your skills and performance, you produce quality analysis or root cause work with minimal supervision and meet timing demands and so you contribute to team objectives and outcomes

Your profile

  • Strong communication skills, written and verbal, in English (mandatory); also being fluent in French would be a plus; candidate on bilingual levels desired

  • Bachelor’s degree in related field from a four-year college or university with three to five years related experience; MBA is a plus

  • Advanced MS Office skills; experience in R, Python highly desired

  • Strong customer service disposition and sense of professionalism

  • Ability to organize and prioritize projects in a fast paced, emerging, rapidly changing and deadline-oriented business development

  • Experience or exposure with statistical concept and applications, data analysis

  • Strong ability to be proactive; ability to plan, anticipate needs, and take actions through engagement, prioritization, and foresight

  • Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes

  • Strong organizational and project management skills

  • Able to establish a course of action for self to accomplish a series of specific goals while using appropriate resources

  • Strong interpersonal communication and ability to work well in teams

  • Experience with contact centers, customer satisfaction data analysis is strongly preferred  

  • Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts

  • Ability to travel occasionally when needed

  • Experience with process consulting a plus

  • Six Sigma certification a plus

  • Must have proficiency with various software applications including email messaging application, Microsoft Word, Excel (including Pivot table/Power Pivot functionality) and PowerPoint.

Your benefits

  • We offer you the opportunity to take on these tasks to some extent from the comfort of your home

  • You will take on responsible tasks with a high degree of creative freedom

  • Our international working environment offers you a wide range of career development opportunities

  • The diversity and security of a global world leader

We are looking for dedicated employees for our Global Analytic Insights team. Become a member of our international Concentrix family! Are you interested in unfolding your career at Concentrix? Than we kindly invite you to send your CV and motivation letter to us via Workday!