Business Consultant for Analytics

Business Consultant for Analytics (Supervisory) - San Lazaro, Manila
(National Capital Reg - San Lazaro, Manila)


RESPONSIBILITIES:

Dimension & Scope:


    * The Business Consultant; Center for Applied Customer Analytics; will work as part of a consulting team to analyze the business processes and supporting data of internal and external clients to determine outstanding client business needs and improve the overall performance of each client.
    * The Business Consultant will focus on building client relationships; delivering excellence; and maintaining a client focus while continuing to develop analytical and technical knowledge of the client; and have the ability to oversee a entry-level business analysts on a consulting engagement
    * The Center for Applied Customer Analytics organization is a division of Convergys Corporation; a leader in relationship management and customer experience services that creates innovative solutions that drive more value from our clients’ everyday relationships with their customers and employees.

Principal Duties and Responsibilities:

    * Interact with both external customers and internal resources to assist with the definition of business, functional, and technical needs while at client site
    * Participate in interviewing and observing appropriate client personnel, and customer interactions to document current business and operational processes as input to process improvement initiatives.
    * Assist in analysis and documentation of existing relationship management capabilities
    * Assist in development and testing of new customer relationship management processes, capabilities, and, as appropriate, their supporting technologies
    * Develop client deliverables (i.e., ROI analysis, statistical analysis, strategic assessments, communications, training, etc.)
    * Perform portions market segmentation and statistical analysis, Statistical modeling, Oversee a team of business analysts



REQUIREMENTS:

    * Candidate must possess at least a Bachelor's/College Degree , any field.
    * At least 3 year(s) of working experience in the related field is required for this position.
    * Applicants must be willing to work in San Lazaro,Manila.
    * Full-Time positions available.


Candidate Profile:



    * Operations/Contact Centre Management Background - Resources that have more seasoned management experience in the Contact Centre. Resources demonstrate experience leading or being a part of improvement initiatives in the contact centre. Experience or exposure to all aspects, including Operations, Quality, Reporting, HR, Performance Management, and Client Relationship Management. Likely an Ops Manager / Sr Ops Manager type resource that is analytically driven.
    * Process Improvement - Experience with end to end Business Process Improvement methodologies. Experience with Visio, Mini-Tab, or other Process Mapping tools in order to identify opportunities to enhance existing processes. Must demonstrate an understanding of the concept of ‘Measuring Improvement’.
    * Financial Analysis - Experience understanding financial frameworks (preferably in the contact center or contact center technology space). Ability to build financial models, business cases, and cost/benefit analysis.
    * Client Relationship Management - This is most applicable to the B3 candidates. Demonstrated experience interacting with clients on a day to day basis. Ability to professionally present concepts to the client, have in depth discussions regarding their business, and assist in managing client decisions around the implementation of strategies that have been identified by Convergys.
    * Contact Centre Technology - Resources that have had exposure to or backgrounds with Contact Centre Technology, including IVR, CRM, Knowledge base. Ideally, this resource would have experience capturing business requirements for these tools, and can understand best practices around how to most effectively utilize them in the marketplace.
    * Data Analysis - Experience Analyzing large sets of information (preferably Contact Centre) in order to identify and quantify current performance gaps/opportunities. Ideally, this resource would have advanced Excel skills (Pivot tables required), as well as advanced Access skills. Different data sources would include Operations data, quality, CSAT, churn/customer segmentation, as well as data generated from call Observations. Needs to understand concepts such as correlation analysis, regression analysis, statistical significance, distributions, means, standard deviations, etc.
    * Consulting Background – Experience understanding Consulting methodologies and how they are implemented and leveraged to deliver projects. Solid understanding of Project Plans, deliverables, tasks, activities, milestones. Prefer experience from a larger Consulting Firm (Accenture, Deloitte, etc).
    * Financial Services Vertical Experience - Experience in the Financial Services vertical, including credit card, insurance, risk management. Auction space experience a plus (eBay, auction payment processing).
    * Customer Satisfaction - If possible, a resource that has experience measuring and analyzing customer satisfaction scores, and using that information to recommend business process improvements. Experience with Net Promoter Score is a plus.


Preferred Certifications:

    * Six Sigma (2-3) – Green or Black Belt
    * PMI (1-2)


Convergys Philippines Services Corporation     
Website: http://www.convergysphilippines.multiply.com
Company Address: Convergys 1 Building 6796 Ayala Ave. cor. Salcedo St. Legaspi Village Makati City 1200
Tel: 5555-284
Industry: Call Center / IT-Enabled Services / BPO