Process Improvement Consultant (Alabang)
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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.
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Join us and be part of this journey towards greater opportunities and brighter futures.
Process Improvement Consultant within Concentrix ANZ's offshore Analytics practice, will work at the intersection of analytics, customer experience, and call centre operations. You will be leading strategic priorities, engaging directly with client stakeholders, and working with the analytic team to add value and insights to analytical products.The consultant is expected to be working with clients to identify and solve complex problems within the contact centre space. This includes: process improvement, journey mapping, blueprinting, stakeholder management, communication skills, and basic consulting acumen.
Key Responsibilities- Lead and structure analytical engagements across call centre operations and customer experience, from problem definition through to recommendation delivery
- Engage directly with client stakeholders to understand business strategic & operational priorities priorities, present findings, and build trusted advisory relationships
- Work with the analytic team to ensure analytic outputs align to customer priorities and maintain a balance between quantitative and qualitative outputs
- Develop strategic recommendations grounded in data and aligned to client business objectives
- Collaborate closely with Data Scientists, Data and Reporting Analysts to ensure analytical outputs are fit for purpose and client-ready
- Manage multiple workstreams simultaneously, maintaining quality and timeliness of deliverables
- Support the team lead in driving continuous improvement of analytics frameworks and methodologies
- 4–6 years of experience in a consulting, advisory, or client-facing analytics consultative role
- Strong understanding of customer experience, call centre operations, and analytics consulting
- Proven ability to engage and communicate effectively with senior client stakeholders Strong problem-structuring and analytical thinking skills
- Excellent presentation and storytelling skills with the ability to translate complexity into clarity
- Experience producing high-quality client-facing deliverables including presentations, business cases, and recommendations
- Ability to work effectively in a fast-paced, offshore delivery environment supporting Australian clients
- Prior experience in a BPO or call centre environment
- Exposure to AI and advanced analytics concepts and applications
- Experience working with or supporting Australian clients
- Willing to work fulltime onsite in Alabang
- Willing to work dayshift schedule