Consultant global analytic insights

Webhelp Enterprise; Durban; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Join a leading enterprise in Durban as a Consultant focusing on global analytic insights. You will analyze call center performance and customer satisfaction data, driving operational improvements and developing strategies based on deep analytics. This position offers you the chance to work with top-tier technology and deepen your expertise in data-driven decision-making.

Qualifications

• 3-5 years of experience in data analysis or performance improvement.
• Ability to interpret complex data sets.
• Experience in project management.

Responsibilities

• Monitor customer satisfaction and key operational metrics.
• Prepare and present management reports summarizing findings.
• Develop recommendations for operational adjustments.

Skills

Data analysis

Analytical skills

Problem-solving

Communication

Education

Bachelor’s degree in Business, Analytics, Statistics

Master’s degree preferred

Tools

Microsoft Excel

Job description

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Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

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Job Title

Consultant global analytic insights

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 Catalyst 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.

The Consultant, CX Operations Insights will be instrumental in analyzing call center performance and customer satisfaction data to drive operational improvements. Reporting to the Senior Analytics Manager, you will evaluate processes impacting customer satisfaction scores and design projects to enhance these metrics. Your expertise will be vital in interpreting trends, identifying root causes, and supporting performance improvement initiatives.

Key Responsibilities

• Monitor customer satisfaction and key operational metrics to identify performance trends.
• Prepare and present monthly management reports summarizing findings.
• Analyze qualitative and quantitative data using tools like Microsoft Pivot tables and crosstabs.
• Collaborate with statisticians on main driver analyses and correlations between customer satisfaction and operational metrics.
• Lead cause analyses to uncover performance gaps through observations and interviews.
• Organize action planning sessions with Call Center Operations and partners.
• Develop recommendations for operational adjustments and assist in testing new processes.
• Work closely with operational units to implement action plans effectively.
• Produce regular project updates and track progress against action plans.
• Document insights, proposals, and outcomes for internal and client reviews.
• Engage with external clients to present findings and propose solutions.
• Identify potential issues impacting analysis and collaborate on contingency planning.
• Contribute to decisions on analytical design and deliverable timelines.
  
  

Requirements

• Bachelor’s degree in Business, Analytics, Statistics, or a related field; Master’s degree preferred.
• 3-5 years of experience in data analysis or performance improvement, preferably in a call center environment.
• Proficiency in data analysis tools (e.g., Microsoft Excel, Pivot tables).
• Strong analytical skills with the ability to interpret complex data sets.
• Excellent verbal and written communication skills for diverse audiences.
• Proven ability to collaborate with cross-functional teams and external clients.
• Strong problem-solving skills with a proactive approach.
• Experience in project management, ensuring timely delivery of results.
  
  

Location:

ZAF Durban - Block A, 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge

Language Requirements

Time Type:

Full time2025-08-01

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Research, Analyst, and Information Technology

• Industries

  Outsourcing and Offshoring Consulting

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