Sr Analyst, Global Analytic Insights

The Senior Analyst, Global Analytic Insights will be a key owner of analytic projects that have a direct impact on improving the business. The incumbent will make an impact in small team settings, working with the project team to make data-driven recommendations to enhance call center metric performance. This position entails work within a fast paced environment continuing to hone your analytic, process improvement, critical thinking, and management expertise.

Responsibilities:

Strategic Insight:

• Work in partnership with internal and client units to gain a comprehensive understanding of their business strategies, processes, and services.

• Comprehend the broader business environment in which the company operates, including industry trends, competitive landscape, and internal dynamics.

• Identify opportunities that are crucial in overcoming business challenges based on impact and value.

• Leverage collected insights, business environment intelligence, and data measurement for solution feasibility.

Process Review and Improvement:

• Understand, map and review assigned business processes from end-to-end.

• Identify operational, financial, and technological risks, and provide quantified mitigation strategies.

• Foster a culture of continuous improvement, encouraging the identification and exploration of innovative solutions.

Analytical Project Management/Participation:

• Scope and manage analytical projects, including timeline creation and documentation.

• Work together with operations and/or clients to understand business problems and processes.

• Conduct data analysis and present actionable and quantifiable recommendations.

• Implement and track the impact of recommendations to ensure value realization.

Communication and Relationship Management:

• Keep stakeholders informed through effective communication – manage clients’ previous and current needs, align tasks to appropriate departments, showcase project gains and victories, and advise of progress and potential showstoppers.

• Present analysis, findings, and other media to all levels of the organization including executives.

Data-Driven Decision Making:

• Utilize expertise in Information Systems to develop, set up, and manage coherent reports that contribute to the execution of action plans.

• Ensure data reliability and validity.

• Leverage data reporting to gain business insight and operationalize opportunities identified, with the possibility of employing statistical analysis for trend/insight validity.

Teamwork and Accountability:

• Ensuring client wins by initiating improvements and owning the business.

• Coordinate and contribute with team members and peers to implement solutions.

• Holds self accountable by following through on proposed initiatives, implementation, and outcomes.

Call-Related Tasks:

• Listen to live and recorded calls to generate data and/or spot quantifiable improvement opportunities and glean business insights.

• Assess customer emotions and satisfaction levels through sentiment analysis.

• Identify hindrances to issue resolution and ensure process compliance is consistent on customer interactions.

Requirements:

• Bachelor's degree in a related field with 2-4 years of relevant experience.

• Strong analytical skills with proficiency in data analytics to drive business insights.

• Ability to collaborate with diverse technical and business teams.

• Adaptability to changing business needs and priorities.

• Proven track record in project and solution implementation with a focus on ROI.

• Excellent communication and collaboration skills for analysis and solution proposals.

• Ability to work autonomously for extended periods.

• Advanced Microsoft Office skills, including Power Apps, Power BI, and Power Automate.

• Experience in developing, implementing, and supporting custom apps and dashboards.

• Creative problem-solving and solution development skills.

• Willingness to work a North American schedule and onsite as needed.

Preferred:

• Experience with Python, SQL, Databricks, and similar tools.

• Familiarity with machine learning and AI technologies.

• Knowledge of Six Sigma or similar methodologies.