Job Title:Senior AnalystJob DescriptionYour Journey at Concentrix + Webhelp Starts Here:At Concentrix + Webhelp, our mission is to be the greatest customer engagement services company in the world, rich in diversity and talent. We believe in doing right by and for people, our clients, their customers, our staff, our communities, and our planet.We cannot achieve this vision without you!If you have an interest in improving business performance for the world’s best brands in over 70 countries spanning 6 continents, please continue reading. There are a few characteristics we look for across all our hires regardless of the team they are working for. If this is you, we would love to discuss career opportunities with you.
Are you ready to reimagine the world?
Does working for a company who invests in the future and is inspiring in the marketplace intrigue you?
Are you bold in your decisions, and do you have contrarian views on how to run a business?
Are you fanatical in your pursuit to continue improving your capabilities?
Concentrix + Webhelp provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including private medical plans, competitive salary, retirement savings plans, paid learning days, and flexible workplaces. Specific benefits plans will vary by country/region.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.The Senior Analyst, Catalyst Practice Management is part of the Catalyst Global Operations organization, supporting Catalyst Services and Practices teams to reach a global scale. This position works on a team to capture project set up requirements and follows defined processes to complete setup and documentation activities. This is a remote opportunity in the United States, and will report to a Senior Director of Analytics.Essential Functions/Core Responsibilities:
Works directly with project managers, account managers and sales teams and the front end to project setup following the sale of new Catalyst work.
Reviews documentation to ensure governance requirements are met and works with team members to address discrepancies.
Supports project set-up requests to support business delivery teams to track time and manage project planning and financial performance.
Maintains documents to track the project set-up process and associated sub-tasks, including risk management approvals, financial coding creation, and documentation reviews.
Completes follow-up activities to keep project set up on task when additional information is needed, working with other organizations for support.
Performs quality control audits to project information to ensure completeness and accuracy for use in operational metrics and business management.
Assists project resources with general inquiries, including functional support for Workday PSA and resolution of time tracking issues, engaging other teams for support, as appropriate.
Conducts analysis to help understand requests from the Catalyst team and options to address end user needs. This may include review of prior projects, contract details, project staffing, time sheet data, and project audit history to gain an understanding of issues and options to resolve problems surfaced by the Catalyst team.
Works collaboratively with peers to deliver project setup activities, prioritizing workflow and balancing workload across the team.
Identifies and proposes changes to existing processes and procedures to improve workflow.
Contributes to knowledge sharing across the project support team and assists with documentation of processes and procedures to support knowledge management.
Seeks escalation to Management team to resolve systemic issues that inhibit task completion.
Qualifications:
Bachelor's degree in related field from a four-year college or university with two to four years of relevant experience; or equivalent work experience.
Strong orientation in customer service, providing an eagerness to understand and resolve business needs. Maintains a willingness to partner to resolve issues.
Sense of curiosity and to help understand and resolve complex requests related to project setup and PSA use.
Prioritizes which items to tackle first, and meet timelines on deliverables.
Ability to work in ambiguous situations, adapt processes/collaborate with team.
Seeks information and assistance to avoid errors.
Detail oriented and tracking of tasks/requests- ensures follow up until resolved.
Develops relationships with different areas of the business.
Strong sense of task ownership.
Proficient in Microsoft Office applications
#ConcentrixCatalystLocation:USA, SC, Work-at-HomeLanguage Requirements:Time Type:Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.If 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 (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)Concentrix is an Equal Opportunity/Affirmative Action Employer including Disabled/Vets.For more information regarding your EEO rights as an applicant, please visit the following websites:English (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRights6.12.pdf)Spanish (https://www.eeoc.gov/sites/default/files/2023-06/22-088EEOCKnowYourRightsSp6.12.pdf)To request a reasonable accommodation please click here (https://jobs.concentrix.com/global/en/reasonable-accomodation) .If you wish to review the Affirmative Action Plan, please click here (https://jobs.concentrix.com/global/en/affirmative-action) .
