Job Title:

Sr. Manager (Data & Analytics)

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as \"World's Best Workplaces,\" “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Job Description:
Role: Sr. Manager (Data & Analytics)

Location: Pune (Amar Tech Center)

Mode: 3 times a week in office

Experience: 10 to 12Years
Shift Timings: 3pm IST -12AM IST

The Senior Manager Data & Analytics will lead data-driven initiatives to enhance operational efficiency, customer experience, and business outcomes. This role requires strategic oversight of Data & Analytics projects, collaboration with cross-functional teams, and the ability to translate insights into actionable improvements.

Key Responsibilities:

Lead the delivery of high-impact Data & Analytics projects, ensuring alignment with business objectives and measurable outcomes.Collaborate with CX, Sales, and innovation teams to identify data-driven opportunities for process optimization, cost reduction, and revenue growth.Develop and present compelling business cases, leveraging data insights to justify improvement initiatives.Design and implement Customer Journey Maps and Process Maps to drive optimized, future-state experiences across People, Process, Data, and Technology.Analyze interaction trends across human-assisted channels to inform operational strategies and channel optimization.Create engaging, data-rich visualizations (slides, charts, dashboards) for stakeholders at all levels.Proactively manage project risks, maintain risk registers, and escalate issues as needed.Monitor project progress from ideation through benefits realization, ensuring KPIs are met.Mentor and guide junior team members, fostering a culture of continuous improvement and data-driven decision-making.

Required Skills & Qualifications:

Experience:

Minimum 5 - 7 years of experience in Data & Analytics, Data Sciences, Process Excellence, or Delivery Innovation, with at least 3 years in a senior leadership or management role within a contact center or telecommunications environment.Proven track record of delivering measurable results through data-driven initiatives, including cost savings, revenue growth, or customer satisfaction improvements.Extensive experience leading cross-functional teams and managing complex, high-stakes projects with multiple stakeholders.Demonstrated success in implementing advanced analytics solutions (e.g. Sales / Churn / NPS predictive models, Customer Segmentation,)Experience with using and modelling data on BI tools such as Tableau etc.Prior experience in developing and executing data-driven strategies for customer experience optimization, such as reducing average handle time, improving Sales, or enhancing self-service adoption.Experience managing end-to-end project lifecycles, from opportunity identification and business case development to implementation and benefits tracking.

Technical proficiency:

Advanced proficiency in Excel and PowerPoint for data analysis, visualization, and stakeholder communication.Expertise in system/data analysis and data interrogation, with strong skills in SQL for querying and manipulating large datasets.Proficiency in Python or R for advanced data analysis, statistical modelling, and automation of analytical processes.Hands-on experience with Power BI, Tableau, or similar BI tools for creating interactive dashboards and reports with real-time data integration.Familiarity with digital technologies such as Generative AI, Robotic Process Automation (RPA), and Speech Analytics for enhancing contact center operations.

Methodologies & Certifications:

Strong knowledge of Lean Six Sigma and Agile methodologies (Scrum). Certified ScrumMaster (CSM) or Lean Six Sigma Green certification is highly desirable.Experience applying contemporary process improvement frameworks to achieve operational excellence.

Soft Skills:

Exceptional communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels, including C-suite executives and clients.Strong analytical mindset with meticulous attention to detail and a focus on delivering high-quality outcomes.Proven leadership and team-building capabilities, with experience mentoring and developing talent.Ability to manage ambiguity, prioritize effectively, and drive projects to completion in a fast-paced environment.

Education:

Bachelor’s degree in data science, Business Analytics, Statistics, Computer Science, or a related field.

Location:

IND Pune - Amar Tech Centre S No.30/4A 1

Language Requirements:

Time Type:

Full time

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