Consumer Affairs Systems & Analytics Manager

General Summary

The role involves overseeing all contact center systems and support for consumer affairs, ensuring the contact center remains operational. Responsibilities include managing the Emplifi suite of products, telephony system (inContact), and survey deployment tools (Qualtrics). The position is responsible for data integrity, system configuration, analytics, reporting, and vendor relationships. Additionally, the role involves developing PowerBI dashboards, overseeing department analytics, and managing a team that includes a data administrator and knowledge management. The role also explores new technologies to enhance call center efficiencies and ensures systems are ready for global expansion.

Principal Duties & Responsibilities

• Oversee the Emplifi suite of products including Agent, Social, Knowledge, Reporting & Fulfillment, ensuring seamless operation and data integrity.
• Serve as the primary interface between Emplifi and Crayola IT support for large-scale projects.
• Manage the telephony system (inContact) and survey deployment tools (Qualtrics).
• Develop and maintain PowerBI dashboards and other analytics tools to provide actionable insights.
• Lead the Data Administrator and Knowledge Management roles, ensuring effective data management and knowledge dissemination.
• Maintain vendor relationships to ensure optimal performance and support.
• Investigate and implement new technologies, including automation and AI, to improve call center efficiencies.
• Ensure all systems are globally ready to support international consumer care teams.
• Ensure compliance with data privacy and security regulations.

Job Specifications

• Education: Bachelor's degree in Information Technology, Data Science, Business Administration, or a related field.
• Experience: Minimum of 5 years of experience in systems management, data analytics, or a related role, preferably within a consumer affairs or call center environment.
• Skills: Proficiency in Emplifi products, inContact, Qualtrics, and PowerBI; strong analytical and problem-solving skills; excellent communication and interpersonal skills; ability to manage multiple projects and priorities; knowledge of data privacy and security regulations.
• Certifications: Relevant certifications in data analytics, project management, or IT systems management are a plus.