Senior Project Manager and Analyst (Global Analytic Insights)

Concentrix; Ciudad de México; Presencial; MXN 1.112.140 - 1.482.854; Jornada completa

Descripción de la vacante

A global IT consulting firm in Mexico City seeks a Sr Analyst to oversee an analytic team and drive improvements in call center metrics. The ideal candidate has a Bachelor's degree and significant analytical experience, with strong communication and problem-solving skills. This full-time position offers opportunities to make data-driven decisions and collaborate across departments.

Formación

• 2-4 years of relevant experience.
• Ability to work independently with minimal supervision.
• Willing to align to a North American work schedule.

Responsabilidades

• Oversee a small analytic team and own analytic projects.
• Make data-driven recommendations to enhance call center metrics.
• Collaborate with stakeholders to present findings.

Conocimientos

Analytical skills

Communication skills

Problem solving

Teamwork

Educación

Bachelor’s degree in related field

Herramientas

Microsoft Office

Python

SQL

Descripción del empleo

Join to apply for the Sr Analyst, Global Analytic Insights role at Concentrix

Job Description

The Analyst plays a crucial role in overseeing a small analytic team and is a key owner of analytic projects that have a direct impact on improving the business. This position emphasizes understanding the context, strategy, and processes of our and our clients’ organizations. The Analyst partners closely with business units to gain in-depth insights into customer needs, services, and the overall business roadmap. This role requires resourcefulness, flexibility with data approaches and methodologies, tenacity, and collaboration across various organizational functions. The Analyst should be capable of processing/transforming raw information into manageable and digestible data, or generating data by listening to calls, reading chat logs, etc., when needed. The Analyst is also expected to proactively assess the program to identify projects that enhance operations and finances, focusing on driving results across multiple areas (e.g., applying process improvement principles to streamline workflows, creating/applying solutions for identified revenue opportunities).

Responsibilities

• Oversee a small analytic team and own analytic projects with direct impact on business improvement.
• Work with project teams to make data‑driven recommendations to enhance call center metric performance.
• Operate in a fast-paced environment to hone analytic, process improvement, critical thinking, and management skills.
• Strategic Insight: Partner with internal and client units to understand business strategies, processes, and services; identify high‑impact opportunities; leverage insights, business intelligence, and data measurement for feasibility.
• Process Review and Improvement: Understand and map end‑to‑end processes; identify risks and provide quantified mitigation strategies; foster a culture of continuous improvement.
• Analytical Project Management: Scope and manage projects, create timelines, collaborate with operations/clients, conduct data analysis, present actionable recommendations, and track impact.
• Communication and Relationship Management: Inform stakeholders effectively, align tasks across departments, present findings to all levels, including executives.
• Data‑Driven Decision Making: Develop and manage coherent reports; ensure data reliability and leverage data to drive opportunities, including statistical analysis where appropriate.
• Teamwork and Accountability: Drive client wins by initiating improvements and owning outcomes; collaborate with team members to implement solutions.
• Call‑Related Tasks: Listen to live/recorded calls to generate data and identify improvement opportunities; assess customer sentiment and ensure process compliance in customer interactions.

Qualifications

• Required: Bachelor’s degree in a related field with two to four years of relevant experience.
• Strong analytical skills with ability to apply descriptive and predictive analytics to translate data into business insights.
• Ability to work with a diverse set of technical and business colleagues; adaptability to changing business needs and priorities.
• Proven ability to drive through to implementation of solutions, from opportunity identification to ROI realization.
• Excellent communication and collaboration skills; ability to promote analysis and propose solutions.
• Ability to work independently with minimal supervision.
• Advanced/expert skills in Microsoft Office.
• Creative problem solving and innovative solution development.
• Willing to align to a North American work schedule and to work onsite as needed.
• Preferred: Exposure to Python, SQL, Databricks; familiarity with machine learning concepts; experience using AI tools; knowledge of Six Sigma or similar process improvement methodologies.

Location

Mexico City – Insurgentes Sur

Employment type

Full-time

Seniority level

Mid-Senior level

Job function

Business Development and Sales

Industries

IT Services and IT Consulting

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