Manager, Contact Center Analytics

Careers

Manager, Contact Center Analytics

Essential Functions/Core Responsibilities

  • Oversees the implementation of analytic and performance improvement activities for large and/or complex accounts in conjunction with business unit and support groups. Ensures consistency of approach, quality of insight and accuracy of delivery across programs
  • Leads a team of Analysts, Consultants, and/or Managers to deliver high quality analysis, thought capital and clear recommendations bounded by options, ROI/impact potential and risk scenarios
  • Oversees descriptive and statistical analysis, qualitative process documentation via interviews, focus groups, and side by side or remote observations, recommendation development and initiative measurement
  • Provides technical guidance, answering questions, strategizing analytical framework and work plan development, checking and validating results and findings, etc.
  • Teaches others how to derive insights that are not obvious and build recommendations that have a solid business case for success
  • Leads or co-leads internal and external client presentations of key insights, gap assessments, solution recommendations, and initiative success measurement; able to articulate high level business concepts as well as detailed data analysis results
  • Builds relationships with peers in Operations and support groups to understand current operational processes and identify possible gaps that may be contributing to lower key metric results
  • Ensures that standards and best practices are incorporated into the project and to process improvement efforts
  • Demonstrates an understanding of internal profitability drivers and is accountable for actual hours versus budget for self and team
  • Makes decisions about optimal resource utilization and goals to support departmental goals within own team, as well as resolution of issues in accordance with department plans and priorities. Able to translate business and departmental objectives into specific tactics to be taken by the team to achieve results
  • Delivers consultative recommendations to clients by drawing from information captured from the team and leveraging prior industry experience and knowledge. Stays abreast of industry and market practices and incorporates the use of this knowledge with client and internal programs
  • Oversees, coaches, and directly manages direct reports

Candidate Profile

  • Bachelor’s degree in related field from a four-year college or university with more than seven years of relevant experience (with at least two years of Progressive Management Experience) preferred
  • Two to three years of experience with call center and process improvement preferred; customer satisfaction analysis a plus
  • Six Sigma Green or Black Belt certification preferred, but not required
  • Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach
  • Passionate about producing high quality analytics deliverables and communicating results to a broad audience
  • Intellectual curiosity with a desire for continuous testing and actionable change
  • Strong process improvement experience; proven ability to apply quantitative and/or qualitative research and data analysis techniques to improve operational processes
  • Proven ability to motivate teams and operate effectively in a fast paced, high energy environment
  • Demonstrated managerial skills; proven ability to guide individuals toward goal achievement using negotiation, teamwork/collaboration, and staff development skills. Strong ability to coach, develop action plans which maximize performance and provide effective feedback
  • Strong problem solving skills
  • Solid understanding of contact center and data analysis methods and processes; analysis of customer satisfaction data a plus
  • Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  • Desire to work in demanding project environments where deadlines must be met
  • Must be able to adapt quickly to project/team scope changes
  • Ability to handle confidential information with discretion and tact
  • Experience with statistical concepts and applications
  • Advanced Microsoft Office skills

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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