Job Description

As the Senior Manager in Advanced Ops Analytics, you will be at the heart of our mission to elevate call center performance. In this role, you will lead a passionate team of analytical professionals, guiding them in crafting and executing strategies that truly make a difference. Your deep understanding of analytics and call center operations will empower you to build strong relationships, deliver impactful recommendations, and synthesize insights across various programs to drive meaningful business improvements.

Responsibilities:

Oversee all approaches, processes, work products, and results within the analytics team. Manage a high-performance team to deliver quality analysis and business insights. Lead multiple complex projects across various lines of business, ensuring effective resource allocation and navigating project risks. Utilize advanced analytical and problem-solving skills to develop work plans that improve call center performance metrics. Apply financial techniques to identify key economic drivers and create business cases for performance improvement scenarios, project risks, and implementation options. Leverage extensive knowledge of analytics and call centers to train team members on uncovering insights and delivering consultative recommendations. 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. 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. Train, develop, and manage the performance of direct reports, providing mentorship and direction in accordance with organizational policies. Ensure efficient utilization of staff across projects while maintaining a strong focus on internal profitability drivers. Serve as a subject matter expert for team members, providing guidance and support in analytics-related inquiries.

Qualifications:

At least 1+ year of professional experience as a Data Analytics Senior/Manager. 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.