Sr Manager, Global Analytic Insights


Sr Manager, Global Analytic Insights

Essential Functions/Core Responsibilities  

• Manages all approaches, processes, work products and results
• Manages interfaces with key client stakeholders and effectively navigates difficult issues and project risks; directs resources and work plans
• Manages multiple projects under a single client umbrella, for instance across lines of business
• Utilizes analysis, call center and problem solving skills/frameworks to develop a work plan and approach for the team to improve call center performance metrics
• Applies financial techniques to identify key economic business drivers and to derive financially-driven business cases around performance improvement scenarios, project risks, and solution / implementation options
• Leverages broad knowledge of analytics and call centers to train others on how to uncover non-obvious insights and recommendations; uses knowledge to deliver consultative recommendations to clients
• Identifies and deploys best analytic practices based on industry expertise
• Aggregates learnings across programs and leverages insight to aid the department and contribute to broader practice and/or company learnings. Establishes and maintains an environment of continuous improvement
• Leverages proven management skill to lead a high performance team to deliver high quality analysis, business insights, and clear recommendations bounded by options and risk scenarios
• Facilitates key meetings and develops and cultivates partnership with clients and internal operational or resource group stakeholders
• Identifies and begins developing additional expertise in call center performance analytics and process improvement, and client vertical market areas to drive work product
• Trains, develops, and manages performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization’s policies and applicable legal requirements
• Ensures efficient utilization of staff across projects
• Maintains strong focus on internal profitability drivers and makes decisions within individual projects to achieve project profitability goals
• Serves as subject matter expert resource for other team members

Candidate Profile  
• Bachelor's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Management Experience) preferred
• Minimum one year of call center experience or equivalent working knowledge of call centers preferred
• Six Sigma Green or Black belt a preferred
• Strong process improvement experience; proven ability to apply quantitative and/or qualitative research and data analysis techniques to improve operational processes
• Intellectual curiosity with a desire for continuous testing and actionable change
• Ability to effectively structure problems and solutions and collaborate with internal or external clients regarding recommendations/solutions; Development of solutions that change work processes with associated analyses and accompanying metrics
• 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
• Proven ability to build business cases to justify improvement investments, to monitor financial impact of analytic recommendations and process improvement initiatives and also manage account profitability drivers
• Experience working collaboratively with business partners to understand needs for delivering business friendly data solutions 
• Experience managing complex, high risk projects
• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
• Advanced Microsoft Office skills
• Results orientation/self-directed-ability to drive change in unstructured environment 
• Ability to travel periodically, including the potential to travel overseas

Career Level Description  
Provides leadership to managers, supervisors and/or professional staff.  Is accountable for the performance and results of multiple related units.  Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities.  Controls resources and policy formation in area of responsibility.  Decisions are guided by resource availability and functional objectives.  Develops and administers performance requirements; may have budget responsibilities.

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.