Manager I, CX Management & Analytics Consulting
Concentrix Catalyst
Jacks, CRI Pavas 300 meters West from Industrial Zone
hace 7 horas

Job Title :

Manager I, CX Management & Analytics Consulting

Job Description

Concentrix is searching for a talented manager to guide a team through transformation projects for large clients and develop recommendations for improvement related to the project initiative.

This role requires a high level of creativity, attention to detail, analytic skills, and the leadership aptitude to inspire excellence in others.

You should be self-sufficient and self-motivated, but also a strong team player. You’ll need strong organizational, multitasking and planning skills as well as a high commitment to quality and outstanding internal and external customer service.

Essential Functions / Core Responsibilities

  • Coach, mentor, and day to day management of individual contributors Leads group of consultant focusing on mentoring coaching and coordination
  • Conduct annual performance reviews and provide feedback in an ongoing manner for team members
  • Lead consulting engagements with clients on business operations and performance improvement initiatives
  • Utilize structured problem solving skills to develop a work plan and approach to answer business questions in the defined timeline
  • Lead the project team to successfully complete all phases of a data analysis project on-time and on-budget, including but not limited to : Planning, Data Collection, Data Cleansing, Analysis, and Recommending Solutions
  • Develop new insights and understanding of business performance based on data and statistical methods
  • Analyze external markets dynamics and multiple large data sources to assess trends and develop actionable insights and recommendations
  • Facilitate key project management meetings
  • Interact with external clients and lead internal resources while at the client site to set appropriate project expectations and facilitate the due diligence process
  • Deliver consultative recommendations to clients by drawing from information captured from the Convergys Analytic Consulting team, prior experience, and knowledge of critical processes and industry acumen
  • Build, manage, and sustain strong relationships with internal and external clients
  • Participate in practice building activities (e.g., recruiting, pre-sales marketing material, and case study development)
  • Candidate Profile

    Bachelor's degree in related field (with at least two years of Progressive Management Experience, ) preferred

  • ADVANCED English Level
  • Strong analyst and project manager skills

    Experience working with speech analytics tools and has speech analytics skills. Must be able to find insights for improving Customer Experience based on what is said within customer comments and interactions.

    3-5 years of Customer Experience consulting or analytics experience preferred. BPO and Contact center experience is Highly desired

    Experience Data Analytics and visual tools is a MUST

    Proficient knowledge of a data analyses methodology, green or black belt six sigma certification preferred

    Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

    Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

    Demonstrated ability to mentor, coach and provide direction to a team of employees

    Demonstrated ability to take initiative and ownership with focus on continuous improvement

    Excellent attention to detail

    Demonstrated ability to foster customer service disposition and sense of professionalism for self and team

    Solid understanding of the organization's business operations and industry. Demonstrated business acumen

    Ability to work and lead others in ambiguous situations

    Demonstrated ability to comprehend, analyze, and interpret


    In this role, you will :

  • Serve clients across a range of industries to drive impactful business value through improved customer journeys and better customer experiences
  • Build trusted client relationships through proactive account management and exceptional project delivery
  • Develop an analytic approach, document tasks and manage timelines for new / existing clients in support of our consulting projects
  • Lead a team through analysis of large client data sets and qualitative discovery such as interviews, focus groups, observations, process mapping, and review of client documentation and metric
  • Develop recommendations for improvements with calculated ROI / impact expectations related to the project initiatives
  • Conduct internal and client-facing presentations to provide thought leadership, findings, and recommended changes for improvement
  • Partner cross-functionally to translate business needs into new solutions for customers
  • Teach others how to derive insights that are not obvious and build recommendations that have a solid business case for success
  • Oversee, coach, and directly manage direct reports
  • What’s in it for you :

  • An amazing, diverse, global organization full of intelligent people
  • Endless career opportunities and multiple paths for career development
  • The ability to TRULY impact an organization and its growth and brand perception
  • Transparency and visibility throughout a fast-paced, successful growth organization
  • Fantastic benefits
  • And more!
  • Apply and see for yourself why Concentrix is incredibly exciting and 225,000+ people around the globe choose to call Concentrix home.

    Location : CRI Work-at-Home

    CRI Work-at-Home

    Language Requirements :

    Time Type : Full time

    Full time

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