Job Title:
Job Description
Responsibilities:
Leadership and Management:Oversee all approaches, processes, work products, and results within the analytics team. Manage a high-performance team to deliver quality analysis and business insights.
Project Management:Lead multiple complex projects across various lines of business, ensuring effective resource allocation and navigating project risks.
Analytical Frameworks:Utilize advanced analytical and problem-solving skills to develop work plans that improve call center performance metrics.
Financial Analysis:Apply financial techniques to identify key economic drivers and create business cases for performance improvement scenarios, project risks, and implementation options.
Training and Development:Leverage extensive knowledge of analytics and call centers to train team members on uncovering insights and delivering consultative recommendations.
Best Practices Implementation:Identify and deploy industry best practices in analytics to enhance team performance and project outcomes.
Continuous Improvement:Aggregate learnings across programs to foster an environment of continuous improvement and contribute to broader organizational knowledge.
Stakeholder Engagement:Facilitate key meetings and cultivate partnerships with internal stakeholders and external clients to ensure alignment and collaboration.
Expertise Development:Identify opportunities to develop additional expertise in call center performance analytics and process improvement.
Talent Management:Train, develop, and manage the performance of direct reports, providing mentorship and direction in accordance with organizational policies.
Resource Utilization:Ensure efficient utilization of staff across projects while maintaining a strong focus on internal profitability drivers.
Subject Matter Expertise:Serve as a subject matter expert for team members, providing guidance and support in analytics-related inquiries.
Qualifications:
Proven experience in analytics, preferably within a call center environment.
Strong leadership and team management skills.
Excellent project management capabilities with a track record of managing complex projects.
Proficiency in analytical tools and methodologies.
Strong financial acumen and ability to develop business cases.
Exceptional communication and interpersonal skills.
Ability to foster a culture of continuous improvement and innovation.
Storytelling , Analytical thinking & Presentation skills
Lean Six Sigma would be a nice to have
Work is in a Hybrid module
This position offers an exciting opportunity to lead a dynamic team and make a significant impact on call center performance through data-driven insights and strategic recommendations.
Location:
Language Requirements:
Time Type:
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