Associate Director, Client Data Services

3 days ago

Fatih, Istanbul, Turkey Afiniti. Full time
Associate Director, Client Data Services

Position: Associate Director, Client Data Services

Location: Istanbul, Turkey

Job Id: 2280

# of Openings: 1

About Afiniti

At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.

Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.

Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.

To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com.

About the role

Working as the face of the Client Data Services team, you will be a key member who enjoys rolling up their sleeves to solve complex business questions through data. You will partner with and build strong relationships with client partner teams including business owners, marketing, IT, and other teams.

You will build a deep understanding of the client partners' processes, priorities, and goals and articulate them internally. You will also work closely with internal Afiniti data analytics, artificial intelligence, and IT teams to develop and deliver the analytic work product.

As Associate Director, you will interface with external clients and internal teams to manage and strengthen the business relationship between Afiniti and one or more of our key accounts. You'll be able to proactively identify, prioritize, and conduct analysis that drives meaningful insight on target objectives.

KEY RESPONSIBILITIES

  • Liaise with client stakeholders, including senior and executive level client staff, to communicate data requirements and help secure data assets from clients as well as offline data sources.
  • Utilize statistical and analytical methods to provide insights to advise the revenue team, as well as the client on their business, strategy, and contact center operations.
  • Ensure quality, reliability, and integrity of data obtained from client sources and offline data sources (ensure that data contains required information for analytics and modelling).
  • Work with the client to validate data and procedures being used. Reconcile performance data both internally and with the client.
  • Work with the commercial team as well as the AI team to confirm the viability of the optimization metric chosen by the client.
  • Respond to requests for performance results, drill down on results (problem-solving analysis), and conduct custom analysis.
  • Perform other duties as assigned - prepare succinct, clear, and easy to follow documents that summarize findings and insights.
  • Responsible for performance reporting aspects on concurrent new installations (or expansions) and for existing billing accounts.
  • Manage and train junior resources.

MINIMUM QUALIFICATIONS

  • Bachelor's degree in Computer Science, Mathematics, Economics, Statistics, or related field.
  • 8-10 years of professional experience.
  • Preferable prior experience in a data-rich environment using data mining techniques and predictive analytics.
  • Ability to work independently and collaboratively within a team.
  • Effectively work across various functions, levels, and disciplines.
  • Convey mathematical concepts meaningfully to business clients and internal team members.
  • Proficiency in MS Office Suite, particularly Word, Excel, and PowerPoint.
  • Strong problem-solving and critical thinking skills.
  • Demonstrated client-facing skills with the ability to manage multiple client stakeholders efficiently.
  • Strategic thinking and the ability to navigate complex situations effectively.
  • Outstanding written and verbal communication skills, with an emphasis on presentation skills.
  • Full professional proficiency in English, both written and spoken.
  • Expert proficiency in SQL.
  • Strong understanding of statistical concepts.

PREFERRED QUALIFICATIONS

  • Experience in a client-facing role, consulting experience preferred.
  • Experience in a call center environment, with a comprehensive understanding of call center hierarchies, technologies, targets, priorities, and their application to data and performance reporting.
  • Strong proficiency in MS Excel and PowerPoint.
  • Ability to manage clients and internal stakeholders, ensuring timely and efficient data management.
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