Lead Operational Performance Analyst

hace 1 mes

Guate, Guatemala Conduent Business Services A tiempo completo

Conduent Business Services is committed to delivering essential services and solutions for Fortune 100 companies and numerous government entities, ensuring exceptional outcomes for our clients and the communities they serve.


Job Overview:

The Senior Analyst will conduct thorough evaluations of operational performance to facilitate enhancements. This role involves analyzing processes that influence critical operational metrics and customer satisfaction levels. The Analyst will collaborate with stakeholders to interpret performance data, identify root causes, and assist in the design and implementation of performance improvement initiatives.

Key Responsibilities:

  • Analyze operational metrics and customer satisfaction data regularly to detect performance trends.
  • Employ analytical tools such as Excel, Power BI, Tableau, and others to assess both qualitative and quantitative data.
  • Translate data findings into actionable insights that address business inquiries, focusing on the implications behind the metrics.
  • Communicate analytical results effectively to ensure understanding among business stakeholders.
  • Identify performance deficiencies proactively and manage deliverable timelines to ensure timely completion.
  • Oversee the collection, cleansing, and integration of data from various sources.
  • Build and maintain relationships with key stakeholders in Operations, Quality, and Training to understand processes and pinpoint areas for improvement.
  • Facilitate root cause analysis through various methods, including data slicing, transcript reviews, and process documentation.
  • Assist in the development, execution, and evaluation of operational changes aimed at enhancing results.
  • Present critical insights, solution proposals, business cases, and action plans to both internal and external stakeholders.
  • Provide consistent updates on the progress of action plans and related activities.

Candidate Profile:

  • Bachelor's degree in a relevant field from an accredited institution, with two to three years of related experience.
  • Strong analytical and problem-solving capabilities.
  • Project management proficiency.
  • Ability to work independently while effectively utilizing available resources.
  • Excellent written and verbal communication skills.
  • Capacity to engage with all levels of management.
  • Willingness to travel as needed.
  • Experience in contact centers and customer satisfaction metrics is preferred.
  • Familiarity with statistical concepts and applications; knowledge of predictive modeling is advantageous.
  • Six Sigma training and black belt certification are mandatory.
  • Experience with Python and Power BI is a plus.

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