Manager, Global Analytic Insights
Core
Oversee a small analytic team and lead projects to improve call center metric performance and operational outcomes for clients.
Role type
Manager, Global Analytic Insights
Builds
Data-driven recommendations, performance improvement initiatives, and client insights for contact center operations.
Domain
Contact Center Operations / Business Analytics
Deliverable
Dashboards & analysis
Required skills
Team management, quantitative and qualitative data analysis, process improvement, statistical analysis, key driver analysis, resource utilization, client presentation, budget management
Preferred skills
Call center experience, customer satisfaction analysis, Six Sigma certification, Python or R programming
Technologies
Microsoft Excel, Python, R
Responsibilities
Lead a team of Analysts and Consultants to deliver high-quality analysis and recommendations; oversee implementation of analytic activities for complex accounts; conduct qualitative and quantitative data analysis to identify performance improvement opportunities; develop key driver analysis and statistical linkages; lead client presentations of insights and solution recommendations; coach and manage direct reports; ensure standards and best practices are incorporated into process improvement efforts.
Seniority
Manager, hands-on leadership