Insight Analyst

Insight Analyst

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 Insight Analyst 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.

This role plays a crucial part within Foundever, turning data into actionable insights that improves operational performance, enhances customer experience and increases revenue and profitability. You will be responsible for analysing data from a variety of sources, identifying patterns and trends and providing strategic recommendations to support decision making at all levels within the organisation.

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.

Key Responsibilities:

Data Analysis

• Analyse complex datasets of both structured and unstructured data to identify trends, patterns and insights that inform strategic and operational decisions.
• Conduct Customer Experience (CX), Demand Analysis and other analytical deep-dives to surface opportunities to improve our clients services, processes, CX and products.
• Use visualisation tools (e.g PowerBi) to create easy to interpret, high impact dashboards that expedite the analysis process.
• Transform raw data into meaningful narratives that delivers actionable insight.
• Support the development and implementation of best practices in data analysis.

Stakeholder Engagement

• Collaborate with a variety of cross-functional teams (operations, account management, continuous improvement (CI)) to identify, size and present opportunities.
• 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.

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 the impact and efficiency of analysis.
• Lead, mentor and develop more junior members of the team.

Your profile & experience:

• Minimum of 3 year’s experience in a similar role, with a strong understanding of the BPO industry.
• Analytical mindset with exceptional problem-solving skills.
• Ability to interpret complex data and communicate findings in a clear and concise manner.
• Strong interpersonal skills with the ability to work collaboratively with cross-functional teams is essential.
• Confident and persuasive communicator, skilled at gaining trust and buy-in from stakeholders.
• Excellent attention to detail and commitment to data accuracy.
• Experience working with data visualisation tools (PowerBI) is essential.
• Experience building predictive models is a plus but not essential.
• Experience working with speech analytics is a plus but not essential.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

The Package:

For the right individual you will be eligible for a competitive basic salary depending on experience with a competitive bonus structure.  You will also receive an excellent benefits package which includes health care and pension.

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.

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