Manager, Global Analytic Insights

Concentrix; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Concentrix is seeking a Manager, Global Analytic Insights to lead analytics for large accounts and drive performance improvements. You will mentor analysts, deliver high-quality analyses, and present insights with clear ROI-based recommendations to clients and leadership.

You will guide quantitative and qualitative analyses, collaborate with operations, and manage resources to meet deadlines in a fast-paced environment.

Qualifications

• Bachelor's degree in a related field with strong analytics experience.
• Progressive management experience (2+ years) preferred.
• Experience with data analysis and linking datasets to business insights.
• Six Sigma Green/Black Belt preferred, not required.
• Excellent written and verbal communication across levels of leadership.

Responsibilities

• Oversee analytics and performance improvement across multiple accounts.
• Lead Analysts/Consultants to deliver high quality analysis and ROI-focused recommendations.
• Ensure descriptive and statistical analyses, and solid documentation.
• Present key insights and recommendations to clients and leadership.
• Coach and manage direct reports and coordinate with operations.
• Translate business objectives into actionable team tactics and plans.

Skills

Team Leadership

Data Analysis

Stakeholder Communication

Problem Solving

Project Management

Excel

Python

R

Statistical Analysis

Presentation Skills

Education

Bachelor's degree in related field

Tools

Python

R

Microsoft Excel

Job description

Manager, Global Analytic Insights

Essential Functions/Core Responsibilities

• Overse the implementation of analytic and performance improvement activities for multiple 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

Candidate Profile

• Bachelor's degree in related field from a four-year college or university with 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
• Passionate about producing high quality analytics deliverables and communicating results to a broad audience at all levels of leadership
• Intellectual curiosity with a desire for continuous testing and actionable change
• Strong process improvement experience: proven ability to apply quantitative and/or qualitative research and data analysis techniques to demonstrate ability to quantify ROI to drive operational improvements
• Proven ability to motivate teams and operate effectively as a leader in a fast paced, high energy environment
• Demonstrated managerial skills; proven ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, and staff development skills. Strong ability to coach, develop action plans which maximize performance and provide effective feedback
• Strong problem-solving skills
• Solid understanding of contact center and data analysis methods and processes; analysis of customer satisfaction data a plus
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Desire to work in demanding project environments where deadlines must be met
• Must be able to adapt quickly to project/team scope changes
• Ability to handle confidential information with discretion and tact
• Experience with statistical concepts and applications
• Advanced Microsoft Office skills required
• Experience in Python or R (preferred)