Sr. Consultant RCC Business Performance Analytics

Summary
As a Senior Consultant, RCC Business Performance Analytics, you will take a leadership role in collecting, analyzing, and interpreting large and complex datasets to drive strategic decision-making. You will work closely with cross-functional teams to derive actionable insights from contact center data and provide recommendations for improvements.

Key Accountabilities

• Collect, analyze, and interpret large and complex datasets. Identify trends, patterns, and insights to inform business decisions. Develop data-driven recommendations and solutions. Utilize statistical analysis, predictive modeling, and explanatory modeling to identify trends.
• Create and maintain forecasts for various business areas, such as revenue, demand, or workload. Conduct scenario analysis to assess potential revenue impacts, create and execute long range contact center forecasts, identify key drivers and factors that influence forecasts. Develop and present forecasts to stakeholders, providing insights and recommendations.
• Designs, implements, and analyzes A/B tests to determine the impact of changes on user behavior and key performance indicators and to use data-driven insights to improve guest and agent experience, increase conversion rates, and achieve business objectives.
• Strong understanding of the business environment and industry trends. Contact center industry knowledge is a plus.
• Work closely with cross-functional teams to understand business needs and provide financial support. Ability to translate technical findings into actionable business insights. Effective communication and presentation skills to convey insights to non-technical stakeholders.

Key Skills & Experiences

• Bachelor's Degree with a concentration in Statistics, Mathematics, Economics, and other related fields of studies (Information Technology, Operations Research, Data Science) or an equivalent combination of education and work-related experience.
• 5+ years progressive work-related experience in data mining, reporting tools and systems, data analysis with demonstrated proficiency in one or more of the functions related to the position.

Technical Skills & Knowledge

• Proficiency in SQL, Excel, and other data analysis tools.
• Knowledge of statistical concepts, hypothesis testing, and regression analysis.
• Familiarity with basic data modeling and data visualization tools (e.g. Tableau)
• Demonstrated clear, concise and succinct communication skills, including adapting both verbal and written communication to the needs and level of user.
• Demonstrated ability to manage multiple projects simultaneously and efficiently, and to perform concurrent tasks that require technical and functional skills

At IHG Hotels & Resorts, we work together to deliver True Hospitality for Good on a global scale. With corporate offices and over 6,000 hotel destinations worldwide, a career at IHG is the perfect way to broaden your horizons. You'll experience our unique culture and brilliant colleagues who will support and inspire you. With a host of corporate opportunities to choose from, wherever you are on your career journey, and whatever you want to achieve there's Room for You at IHG.

Over recent years, we've transformed our company. We have bold ambitions to drive performance and maintain our relentless focus on growth in order to be the hotel company of choice that guests & owners love.

We are a hospitality business at our core and value connections and being together helps us foster a unique sense of belonging that also supports productivity. That's why here at IHG, we give our colleagues flexibility and balance – working in a hybrid way, blending office and remote working collectively. We recognise that every role is different, that's why leaders work with teams to determine how and when they collaborate.

We provide a wide range of benefits designed to help you live your best work life. These include impressive room discounts across our many properties, recharge days and volunteering days throughout the year. Through our myWellbeing framework, we are committed to supporting wellbeing in your health, lifestyle, and workplace. We offer a unique and inclusive culture, where there is always Room for You to belong, grow and make a difference.

Our mission is to welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. IHG Hotels & Resorts provides equal employment opportunities to applicants and employees without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other category protected by applicable laws. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.