Senior Analytics Consultant Senior Analytics Consultant

Are you a data-driven problem solver with 3+ years of hands-on experience working with contact centre data? Passionate about delivering customer insights in a way that makes an impact? We’re seeking an experienced Analytics Consultant to join Foundever’s Data and Analytics team in an exciting new role!

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 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.

A background working with contact centre data (for a minimum of 3 years) is essential for success in this role and is a key requirement. Candidates without this experience will not be considered.

Key Responsibilities:

Data Analysis

• Lead analyst for the delivery of Insight & analytics programs.
• Support with the co-ordination of project resources and coaching / developing junior team members.
• Develop and deliver presentations to client teams, translating complex analysis into clear, business-friendly language.
• Work with our BI & reporting team to design and fine tune insight dashboards, reports, and visualizations in Power BI.
• Design and execute experiments (A/B testing) to validate insights and recommendations.

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.
• Collaborate closely with the Data Science & Engineering, Insight and Continuous Improvement teams.

Continuous Improvement

• Work closely with the Continuous Improvement (CI) function to ensure insights are translated into actionable projects and 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 and Solutions

• Develop business cases and calculate ROI to enable our team to pitch for and win new business or expand our services for an existing client.
• Working across the wider Data & Analytics function to design, develop and deliver repeatable analytics products that are scalable across our EMEA region.
• Support our 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 and 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 and Experience

• 5+ years of experience in an analytics role
• At least 3 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 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.

The Package

• Competitive salary of up to £75,000, depending on experience
• 10% bonus based on company and personal performance
• 25 day annual leave + standard bank holidays
• Competitive pension scheme

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.

If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.

Apply Now! We look forward to reviewing your application.

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognized and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need use to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.

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