Senior Analyst Job Description

Overview:

The Analyst plays a crucial role in overseeing a small analytic team and a will be a key owner of analytic projects that have a direct impact on improving the business. This position emphasizes understanding the context, strategy, and processes of our and our clients organizations. The Analyst partners closely with business units to gain in-depth insights into customer needs, services, and the overall business roadmap. This role is one where resourcefulness, flexibility with data approaches and methodologies, tenacity, and collaboration across various organizational functions are critical requirements for success. One should be capable of processing/transforming raw information into manageable and digestible data or generating data by listening to calls, reading chat logs, etc., when needed. The Analyst is also expected to proactively assess the program to identify projects that enhance operations and finances. They are expected to focus on driving results across multiple areas (e.g. apply process improvement principles to streamline workflows, create/apply solutions for identified revenue opportunities, etc.).

Qualifications:

o Proven experience in BPO is preferred.

o Proven experience in Python, SQL, Databricks and similar applications.

o Experience using AI tools to create solutions.

o Knowledge of Six Sigma or similar process improvement methodologies.

o Bachelor's degree in related field from a four-year college or university with two to four years related experience.

o Strong analytical skills and ability to use descriptive statistics & predictive analytics methods to translate data into business insights.

o Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts.

o Ability to adjust and adapt to constantly changing business needs & priorities.

o Verifiable skill in following through with project/solutions implementation. Adept at leading solutions implementation from identification of opportunity and determining business case/potential value and ROI to results/ROI follow-through.

o Excellent communication and collaboration skills, with particular focus on promoting analysis and proposing solutions.

o Ability to work quickly and efficiently without direction or supervision for extended periods.

o Advanced/expert skills in the use of Microsoft Office applications.

o Demonstrated ability in creative problem solving and innovative solution development.

o Willing to align to a North American work schedule.

o Willing to work on a hybrid setup or as needed on client/account/business needs.

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