Operations Analytics & Improvement Lead

Concentrix; Muntinlupa; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Concentrix is seeking a Data & Analytics professional to drive continuous improvement and design business excellence solutions. You will partner with delivery teams and clients to deliver measurable outcomes and develop data-driven insights from customer speech data and transcripts.

The role focuses on building models, journey maps, and dashboards while coordinating risk management and stakeholder communications to ensure benefits realization across multiple projects.

Qualifications

• Min. 2 years as a people manager or IC in Data & Analytics / Process Excellence.
• Excel and PowerPoint proficiency with strong data interrogation skills.
• Experience with AWS services: Contact Lens, QuickSight and Athena.
• Lean Six Sigma and Agile; Scrum (CSM) is a plus.
• Exposure to Gen AI, RPA, Power BI, SQL and Python is desirable.
• Demonstrated leadership and cross-functional collaboration.
• Excellent written and verbal communication.

Responsibilities

• Be part of team comprising CX and Sales Data & Insights gurus.
• Apply contemporary improvement techniques and deliver tangible results.
• Research and analyze customer speech data for trends and insights.
• Develop algorithms and models to extract valuable information from audio and transcripts.
• Create Customer Journey Maps and Process Maps for optimized experiences.
• Surface trends driving interaction volumes to shape improvements and channel strategy.
• Produce visuals and packs for stakeholders at all levels.
• Manage risk register and risk process within the project.
• Monitor project progress from proposal to benefits realization.

Skills

Data analysis

Cross-functional leadership

Communication

Problem solving

Attention to detail

Presentation skills

Excel

PowerPoint

Stakeholder management

Team leadership

SQL

Python

Power BI

Gen AI

RPA

AWS - Contact Lens

AWS - QuickSight

AWS - Athena

Education

Tools

AWS - Contact Lens

AWS - QuickSight

AWS - Athena

Power BI

SQL

Python

Job description

Concentrix is seeking a Data & Analytics professional to drive continuous improvement and design business excellence solutions. You will partner with delivery teams and clients to deliver measurable outcomes and develop data-driven insights from customer speech data and transcripts.

The role focuses on building models, journey maps, and dashboards while coordinating risk management and stakeholder communications to ensure benefits realization across multiple projects.