Associate Account Executive

2 weeks ago


Liverpool, United Kingdom Webhelp Full time

Associate Account Manager - Finnish Speaking
The Associate, Account Management oversees a team of analytic staff, developing the analytic strategy in support of call center performance improvement initiatives. This position oversees a team that assesses processes having a negative impact on customer satisfaction scores and other key metrics and oversees the design and implementation of initiatives to improve those scores. Oversees the implementation of analytic and process improvement activities for smaller accounts and/or lines of business within a larger, more complex account in conjunction with business unit and support groups
- Analysts to deliver high quality analysis and clear recommendations that create value for clients. Ensures consistency of approach, quality of insight and accuracy of delivery across programs
- Oversees descriptive and statistical analysis, qualitative process documentation via interviews, focus groups, and side by side or remote observations, recommendation development and initiative measurement
- Communicates results of detailed data analysis in way that ties to business impacts and is compelling to stakeholders and clients
- Establishes metrics to be used for performance monitoring and reporting; Builds relationships with peers in Operations and support groups to understand current operational processes and identify possible gaps that may be contributing to lower key metric results
- Ensures that standards are incorporated into the project and to process improvement efforts
- Bachelor's degree in related field from a four-year college or university with four to six years of relevant experience (with at least one year of Progressive Management Experience) preferred
- One or more year(s) call center experience or equivalent working knowledge of call centers preferred
- Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach
- Passionate about producing high quality analytics deliverables and communicating results to a broad audience
- Intellectual curiosity with a desire for continuous testing and actionable change
- Ability to apply quantitative and/or qualitative research and data analysis techniques to improve operational processes
- Strong ability to coach, develop action plans which maximize performance and provide effective feedback
- Desire to work in demanding project environments where deadlines must be met
- Ability to adapt quickly to project/team scope changes
- Proficient in Microsoft Office
Interacts with Team Managers/Leaders/Supervisors and team members, other functional areas, management, and outside vendors to complete objectives. Decisions are guided by policies, procedures and business plan; Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Language Requirements:
Finnish (Required)
Full time



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