Sr Operations Analytics Manager
Core
Own analysis of contact center KPIs (volume, handle time, adherence, occupancy, service level) to spot trends, diagnose root causes, and flag issues affecting members.
Role type
Sr Operations Analytics Manager
Builds
Dashboards and reporting in Tableau or Power BI for operational leaders
Domain
Financial services / Contact center operations
Deliverable
dashboards & analysis
Required skills
SQL, Python, SAS, R, Tableau, Power BI, data storytelling, stakeholder management, AI tool usage, data pipeline knowledge
Preferred skills
Underwriting productivity metrics experience, personal loan or credit card portfolio experience
Technologies
Tableau, Power BI, SQL, Python, SAS, R
Responsibilities
Analyze contact center KPIs to spot trends and diagnose root causes; Build and maintain dashboards and reporting tools; Partner with business partners to scope analytical questions and drive decisions; Manage a flexible, high-volume portfolio of analytical work; Use AI tools to accelerate analysis while ensuring data quality; Present findings through clear data stories that turn analysis into action