Senior Analytics Consultant

Senior Analytics Consultant

Who are we?

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. Wherever and whenever needed.

With 170,000 people working across the globe, Foundever™ securely connects brands with their customers 9 million times a day in 60+ languages. Our global footprint makes us one of the few true global players in the BPO industry.

The Opportunity:

We are seeking a dynamic and experienced Senior Analytics Consultant to support the next phase of growth and innovation for Foundever’s English-speaking markets. The ideal candidate will be an analytical thinker, naturally inquisitive, with exceptional problem-solving skills.

In this role, you will combine industry knowledge with your technical capabilities to deliver analytics & Insight programs for our clients. These will help achieve a range of outcomes including optimising business processes, enhancing customer experiences and growing sales / revenue. You’ll work closely with internal stakeholders and client teams to design, pitch and deliver these programs of work across a wide range of sectors.

As part of the wider Analytics and Insight community, you will leverage your expertise in data analysis with strong stakeholder management skills to deliver high impact analysis and gain the buy-in of the business, our operations and our clients.

Key Responsibilities:

Data Analysis

• General all round understanding of Insight & Analytics solutions and concepts
• Leading the delivery of analytics across multiple Insight & analytics programs / clients
• Strong understanding of statistical analysis and modelling techniques.
• Develop and deliver presentations to client teams, translating complex analysis into clear, actionable recommendations.
• Work with our BI & reporting team to design and fine tune insight dashboards, reports, and visualizations in Power BI.
• Provide peer review of project outputs to assure QA standards are met
• Lead a small team of data professionals (Analytics Consultants, Insight Analysts)

Stakeholder Management

• Partner with clients to understand business objectives and translate them into analytical & insight solutions.
• Present the findings of your analysis to stakeholders at all levels from Team Managers to C-suite.
• Act as a trusted advisor to both operations and our clients, helping them leverage data to achieve their goals.
• Work closely with internal teams (Operations, Solutions, Client Strategy & Advisory and Account Management) to deliver transformation projects.
• Collaborate closely with the Data Science & Engineering, Insight and Client Strategy & Advisory.

Improvement Projects

• Develop insight into initiatives that lead to business process, technology or service improvements
• Support the development of business cases by quantifying the impact of the proposed initiatives, including cost-benefit analysis and ROI predictions.
• Track the implementation and success of solutions providing feedback and adjustment recommendations when required.
• Stay up-to-date with the latest analytical tools, techniques and trends to continuously improve the impact and efficiency of analysis.

Sales & Solutions

• Develop business cases and calculate ROI to enable our team to pitch for and win new business or expand our services for existing clients.
• Working across the wider Data & analytics function to design, develop and deliver repeatable analytics products that are scalable across our EMEA region.
• Support our Insight & Analytics Director with the development of sales and analytics solutions, which will form part of a proposals to new prospects or the expansion of services for an existing account.

Leadership & Strategy

• Project lead for insight and analytics services across multiple accounts
• You will be comfortable leading analysis and co-ordinating the work of others with minimal supervision.
• You can identify and act on opportunities to improve or standardise processes and procedures, enabling our team to achieve better client outcomes and improve working practices for colleagues
• Development and management of pipeline tracking and project governance
• Training, coaching and mentoring other in the analytics team to support their development and progression within Foundever

Your profile & experience:

• 2+ years of experience in an analytics role in a BPO setting is preferred
• 5+ years of experience working with contact centre data is essential.
• Hands on expertise in programming languages such as SQL, Python or R ideally in a cloud computing environment (ideally MS Azure)
• Intermediate to expert knowledge of Power BI data visualisation
• Knowledge of Azure cloud infrastructure e.g. Databricks is preferred but not essential
• Experience with Alteryx designer is desirable but not essential
• Experience of working with unstructured data is desirable but not essential
• Strong communication skills, both written and verbal, with an ability to influence stakeholders.
• Excellent problem-solving skills and critical thinking ability.
• Ability to work independently and manage multiple projects in a fast-paced environment.

You will also have the benefit of working for a very secure and stable organisation that provides excellent working conditions and training as well as an aggressive growth strategy for the UK & SA which will open up careers opportunities for the right individual.

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