Summary
As a Senior Consultant, RCC Business Performance Analytics, you will take a leadership role in collecting, analyzing, and interpreting large and complex datasets to drive strategic decision-making. You will work closely with cross-functional teams to derive actionable insights from contact center data and provide recommendations for improvements.
Key Accountabilities
Collect, analyze, and interpret large and complex datasets. Identify trends, patterns, and insights to inform business decisions. Develop data-driven recommendations and solutions. Utilize statistical analysis, predictive modeling, and explanatory modeling to identify trends.
Create and maintain forecasts for various business areas, such as revenue, demand, or workload. Conduct scenario analysis to assess potential revenue impacts, create and execute long range contact center forecasts, identify key drivers and factors that influence forecasts. Develop and present forecasts to stakeholders, providing insights and recommendations.
Designs, implements, and analyzes A/B tests to determine the impact of changes on user behavior and key performance indicators and to use data-driven insights to improve guest and agent experience, increase conversion rates, and achieve business objectives.
Strong understanding of the business environment and industry trends. Contact center industry knowledge is a plus.
Work closely with cross-functional teams to understand business needs and provide financial support. Ability to translate technical findings into actionable business insights. Effective communication and presentation skills to convey insights to non-technical stakeholders.
Key Skills & Experiences
- Bachelor’s Degree with a concentration in Statistics, Mathematics, Economics, and other related fields of studies (Information Technology, Operations Research, Data Science) or an equivalent combination of education and work-related experience.
- 5+ years progressive work-related experience in data mining, reporting tools and systems, data analysis with demonstrated proficiency in one or more of the functions related to the position.
Technical Skills & Knowledge
- Proficiency in SQL, Excel, and other data analysis tools.
- Knowledge of statistical concepts, hypothesis testing, and regression analysis.
Familiarity with basic data modeling and data visualization tools (e.g. Tableau)
- Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.
- Demonstrated ability to manage multiple projects simultaneously and efficiently, and to perform concurrent tasks that require technical and functional skills