Process Improvement Consultant

Concentrix; Cagayan de Oro; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Concentrix is seeking a Process Improvement Consultant to drive analytics- and research-led improvements in call centre operations and customer experience. You will lead engagements, coordinate with client stakeholders, and guide the analytics team to deliver actionable insights and measurable outcomes.

The role emphasizes process mapping, journey design, governance, and collaboration across data scientists and analysts to ensure client objectives are met with rigorous data-driven

Qualifications

• Process improvement mindset and ability to map journeys and processes.
• Stakeholder management and strong communication skills.
• Basic consulting acumen and ability to work with analytics teams.

Responsibilities

• Lead and structure analytical engagements across call centre operations and customer experience, from problem definition through to recommendation delivery
• Engage directly with client stakeholders to understand business strategic and operational priorities, present findings, and build trusted advisory relationships
• Work with the analytic team to ensure analytic outputs align to customer priorities and maintain a balance between quantitative and qualitative outputs
• Develop strategic recommendations grounded in data and aligned to client business objectives
• Collaborate closely with Data Scientists, Data and Reporting Analysts to ensure analytical outputs are fit for purpose and client-ready
• Manage multiple workstreams simultaneously, maintaining quality and timeliness of deliverables
• Support the team lead in driving continuous improvement of analytics frameworks and methodologies

Job description

Job Description:

Job Title

Process Improvement Consultant

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.

Process Improvement Consultant within Concentrix ANZ's offshore Analytics practice, will work at the intersection of analytics, customer experience, and call centre operations. You will be leading strategic priorities, engaging directly with client stakeholders, and working with the analytic team to add value and insights to analytical products. The consultant is expected to be working with clients to identify and solve complex problems within the contact centre space. This includes: process improvement, journey mapping, blueprinting, stakeholder management, communication skills, and basic consulting acumen

Key Responsibilities

• Lead and structure analytical engagements across call centre operations and customer experience, from problem definition through to recommendation delivery
• Engage directly with client stakeholders to understand business strategic & operational priorities priorities, present findings, and build trusted advisory relationships
• Work with the analytic team to ensure analytic outputs align to customer priorities and maintain a balance between quantitative and qualitative outputs
• Develop strategic recommendations grounded in data and aligned to client business objectives
• Collaborate closely with Data Scientists, Data and Reporting Analysts to ensure analytical outputs are fit for purpose and client-ready
• Manage multiple workstreams simultaneously, maintaining quality and timeliness of deliverables
• Support the team lead in driving continuous improvement of analytics frameworks and methodologies

Requirements: