Manager Global Analytic Insights

Job Title:

Manager Global Analytic Insights

Job Description

The Manager in Advanced Ops Analytics leads teams consisting of analytic personnel in the development and deployment of recommendations to improve call center performance. This position leverages his/her broad knowledge of analytics and call centers to build client relationships, direct recommendations that will have significant business impact for client programs, aggregate learnings across programs to better the overall business, and ensure industry best practices are being leveraged. The individual must have the leadership aptitude and ability to manage a team of individual contributor analysts and have the ability to provide talent management and professional direction to team members. The individual manages multiple lines of business within each project along with resource allocations that have a high impact, broad scope and long implementation time frames.

Responsibilities:

• Project Management:Oversee all approaches, processes, and outcomes related to analytics projects, ensuring alignment with organizational goals.

  
  

• Stakeholder Engagement:Manage relationships with key stakeholders, effectively addressing complex issues and project risks while directing resources and work plans in collaboration with senior management.

  
  

• Multi-Project Oversight:Coordinate multiple projects across various lines of business, ensuring that all initiatives are executed efficiently and effectively.

  
  

• Analytical Framework Development:Utilize analytical and problem-solving skills to create work plans that enhance call center performance metrics.

  
  

• Training and Development:Share extensive knowledge of analytics and call center operations to train team members on uncovering valuable insights and delivering consultative recommendations.

  
  

• Best Practices Implementation:Identify and implement industry best practices in analytics to optimize team performance and project outcomes.

  
  

• Team Leadership:Leverage strong management skills to guide a high-performance team in delivering high-quality analysis, business insights, and clear recommendations, considering various options and risk scenarios.

  
  

• Facilitation and Partnership Building:Facilitate key meetings and foster partnerships with clients and internal operational stakeholders to ensure collaborative success.

  
  

• Expertise Development:Identify opportunities to deepen expertise in call center performance analytics and process improvement, contributing to the overall quality of work produced.

  
  

• Performance Management:Train, develop, and manage the performance of direct reports, providing mentorship and direction in accordance with organizational policies and legal requirements.

  
  

• Resource Utilization:Ensure the efficient allocation and utilization of staff across projects to maximize productivity and effectiveness.

  
  

• Subject Matter Expertise:Act as a subject matter expert for team members, providing guidance and support in analytics-related inquiries.

  
  

Requirements:

• 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.

  
  

• Experience in training and developing team members.

  
  

• Knowledge of industry best practices in analytics and call center operations.

  
  

• Storytelling , Analytical thinking & Presentation skills

  
  

• Lean Six Sigma is a nice to have

  
  

• The position is 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:

EGY Cairo Egypt-Smart Village Building B2110

Language Requirements:

Time Type:

Full time2025-01-31

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