Senior Manager Global Analytic Insights

Job Description

Job Title:Senior Manager Global Analytic InsightsWere Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.The global technology and services leader that powers the worlds best brands, today and into the future. Were solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, were 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 Concentrixs 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 were proud to be recognized with awards such as Worlds 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. As the Senior Manager in Advanced Ops Analytics, you will be at the heart of our mission to elevate call center performance. In this role, you will lead a passionate team of analytical professionals, guiding them in crafting and executing strategies that truly make a difference. Your deep understanding of analytics and call center operations will empower you to build strong relationships, deliver impactful recommendations, and synthesize insights across various programs to drive meaningful business improvements.Responsibilities:

• Oversee all approaches, processes, work products, and results within the analytics team. Manage a high-performance team to deliver quality analysis and business insights.
• Lead multiple complex projects across various lines of business, ensuring effective resource allocation and navigating project risks.
• Utilize advanced analytical and problem-solving skills to develop work plans that improve call center performance metrics.
• Apply financial techniques to identify key economic drivers and create business cases for performance improvement scenarios, project risks, and implementation options.
• Leverage extensive knowledge of analytics and call centers to train team members on uncovering insights and delivering consultative recommendations.
• Identify and deploy industry best practices in analytics to enhance team performance and project outcomes.
• Continuous Improvement: Aggregate learnings across programs to foster an environment of continuous improvement and contribute to broader organizational knowledge.
• Facilitate key meetings and cultivate partnerships with internal stakeholders and external clients to ensure alignment and collaboration.
• Expertise Development: Identify opportunities to develop additional expertise in call center performance analytics and process improvement.
• Train, develop, and manage the performance of direct reports, providing mentorship and direction in accordance with organizational policies.
• Ensure efficient utilization of staff across projects while maintaining a strong focus on internal profitability drivers.
• Serve as a subject matter expert for team members, providing guidance and support in analytics-related inquiries.

Qualifications:

• At least 1 year of professional experience as a Data Analytics Senior/Manager.
• Proven experience in analytics, preferably within a call center environment.
• Strong leadership and team management skills.
• Excellent project management capabilities with a track record of managing complex projects.
• Proficiency in analytical tools and methodologies.
• Strong financial acumen and ability to develop business cases.
• Exceptional communication and interpersonal skills.
• Ability to foster a culture of continuous improvement and innovation.
• Storytelling, Analytical thinking & Presentation skills.
• Lean Six Sigma would be a nice to have.
• Work is in a Hybrid module.

This position offers an exciting opportunity to lead a dynamic team and make a significant impact on call center performance through data-driven insights and strategic recommendations.Location:EGY Cairo Egypt-Smart Village Building B2110Language Requirements:Time Type:Full time 2025-03-20If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents.Locations - Location:EGY Cairo Egypt-Smart Village Building B2110

Keyskills :
advanced analytics team leadership project management financial acumen continuous improvement senior manager resource allocation professional services technology solutions collaboration