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Concentrix Sr. Manager, CX Consulting (Remote- USA Anywhere) in Topeka, Kansas

Job Title:

Sr. Manager, CX Consulting (Remote- USA Anywhere)

Job Description

As a leader in Customer Management for over 30 years, Convergys is uniquely focused on helping companies find new ways to enhance the value of their customer relationships and deliver consistent customer experiences across all channels and geographies. Customer interactions provide a wealth of intelligence about the customer experience and our actionable insights stem from handling billions of customer contacts annually for our clients. Among Fortune 500 companies, over half of the top 50 are clients that trust their most important relationships to Convergys.

In todays marketplace, businesses must find smarter ways to manage and capture customer information, sift through complex business data to intelligently drive action, and improve the customer experience while containing costs. The Convergys Analytics Consulting team, a division of Convergys Corporation, is skilled at providing businesses with these critical answers needed to effectively build and manage stronger customer relationships. Using proven, proprietary methodologies, our accredited consultants bring cross-industry expertise to drive relevant, quick, and cost-effective results.

The Sr. Manager, Analytic Consulting will lead a consulting team to analyze the business processes and supporting data of internal and external clients, assess current performance levels and identify opportunities for improvement. They will focus on leading detailed data analysis while maintaining a client focus. This role is responsible for building client relationships, conducting data analysis, and communicating improvement recommendations to project stakeholders.

The Sr. Manager, Analytic Consulting will also possess the leadership aptitude and ability to oversee individual contributors on successful consulting engagements as well as perform day to day people management.

Principal Duties and Responsibilities:

Shape and Deliver Projects

  • Lead consulting engagements with clients on business operations and performance improvement initiatives

  • Utilize structured problem solving skills to develop a work plan and approach to answer business questions in the defined timeline

  • Lead the project team to successfully complete all phases of a data analysis project on-time and on-budget, including, but not limited to: Planning, Data Collection, Data Cleansing, Analysis and Recommending Solutions

  • Develop new insights and understanding of business performance based on data and statistical methods

  • Analyze external markets dynamics and multiple large data sources to assess trends and develop actionable insights

  • Lead a high performance team to deliver quality analysis, thought capital, and clear data driven recommendations bounded by options and risk scenarios

  • Manage contract, timeline, budget and all deliverables for internal or external client projects

Client Engagement Management

  • Build, manage, and sustain strong relationships with internal and external clients

  • Provide management of all work streams supporting the client project viewed upon by client as the SME responsible for the overall project delivery

  • Deliver consultative recommendations to clients by drawing from information captured from the Convergys Analytic Consulting team, prior experience and knowledge of critical processes and industry acumen

Practice Building and Team Management

  • Participate in practice building activities (e.g., recruiting, pre-sales marketing material and thought leadership development)

  • People management; provide coaching, mentoring and day to day management of individual contributors and associate managers

  • Conduct annual performance reviews and provide feedback in an ongoing manner for team members

  • Support consulting business development and provide expertise in areas such as strategic development, analytics and process improvement and effectiveness

Education & Professional Certifications:

Bachelor's degree in related field from a four-year college or university with eight or more years of related consulting or analytical experience; or

Equivalent combination of education and experience

Candidate Profile:

  • Demonstrated ability to plan and manage the work of other team members and consistently deliver high quality work products

  • Experience supervising team members by providing project-specific direction, guidance on consulting capabilities and ongoing professional development

  • Strong interpersonal communication skills and ability to work well in teams

  • Strong problem-solving, analytical and quantitative skills

  • Results orientation / self-directed -- ability to drive change in unstructured environment

  • Ability to effectively structure problems, solutions and influence clients to purchase services

  • Plan and manage multiple work streams in support of large, complex projects

  • Develop and structure key components of client deliverables (ROI Analysis, statistical analysis, strategic assessments, communications, business process mapping, etc.)

  • Ability to work and lead others in ambiguous situations

  • Recognized as an expert in consulting field, knowledgeable of emerging trends and industry best practices

  • Advanced knowledge of a data analysis methodology, desired Green or Black Belt Six Sigma certification

  • Minimum 8 years experience in consulting, customer relationship management, analytical analysis and/or statistical analysis

  • Solid understanding of contact centers and self-service channels

  • Must have proficiency with various software programs including Microsoft Office applications, especially Microsoft Excel and PowerPoint

  • Excellent written communication skills and oral presentation skills

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified

#LI-Remote

#NA

Location:

USA, AZ, Work-at-Home

Language Requirements:

Time Type:

Full time

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