Job Title:

Global Analytics Consultant (Speech to Text Background/Speech Analytics Tools )

Job Description

We’re Concentrix. A new breed of tech company — Human-centered. Tech-powered. Intelligence-fueled.
We create game-changing solutions across the enterprise, that help brands grow across the world and into the future. We are trusted by clients across all major sectors, from up-and-coming success stories to iconic Fortune Global 500 brands in over 70 countries spanning 6 continents.
Our game-changers:
* Challenge Conventions
* Deliver outcomes unimagined
* Create experiences that go beyond WOW
If this is you, we would love to discuss career opportunities with you.
In our Concentrix Catalyst team, you will work with the engine that powers the experience design and engineering capabilities at Concentrix. A leading global solutions company that reimagines everything CX through strategy, talent, and technology. We combine human-centered design, powerful data, and strong tech to accelerate CX 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.
Concentrix provides eligible employees with an opportunity to enroll in many benefit programs, generally including private medical plans, great compensation package, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.
 We’re a remote-first company looking for the absolute best talent in the world. Experience the power of a game-changing career.
#LI-Hybrid

Consultant CX Operations Insights will analyze call center performance and customer satisfaction data to facilitate operational improvements. Reporting to the Senior Analytics Manager, you will evaluate call center processes affecting customer satisfaction scores and other metrics and help design and implement projects to enhance those scores. The consultant will create speech-to-text moments, interpret performance trends, identify underlying causes, and support performance improvement efforts.

Description

Essential Functions/Main Responsibilities:

• Be a Speech to Text Subject Matter Expert (SME), establishing connections between contact metadata and transcripts with other performance indicators.
• Monitor customer satisfaction and important operational metrics to identify performance trends; prepare monthly management reports.
• Analyze both qualitative and quantitative data to pinpoint performance improvement areas using tools like Microsoft Pivot tables, crosstabs.
• Collaborate with statisticians to develop main driver analyses, statistical correlations, and calibrations between customer satisfaction and other operational metrics such as quality and average handle time.
• Lead cause analyses to uncover performance gaps, using on-site observations, interviews, and process documentation.
• Organize action planning sessions with Call Center Operations or related partners; help create recommendations for operational adjustments expected to accomplish better results and help test new or revised processes.
• Collaborate with Call Center operational units to implement action plans.
• Produce updates reflecting the current status of projects; track progress against action plans and contribute to decisions ensuring goals are achieved; monitor call center operational performance concerning goals.
• Document insights, solution proposals, business cases, and action plan outcomes for integration into internal or client reviews; engage with external clients to present analytical findings and solution suggestions.
• Identify potential issues that may change analysis or programs and collaborate with management on contingency planning.
• Contribute to decisions on analytical design, information requirements, and deliverable timelines.

Location:

EGY Cairo - Building F16

Language Requirements:

English (Required)

Time Type:

Full time2024-10-01

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