Senior Manager, US Channel Analytics - Contact Center

About the role

The role will drive analytical insights, reporting and process improvements that result in revenue generation, great customer & employee experiences and operational efficiency.

Responsibilities

• In-depth data & analytical understanding, coupled with an understanding of the business context of the channel
• Proven people management, change and strong leadership
• Technology & data understanding will be critical to the success of the analytics lead
• Acquiring, integrating, leveraging and democratizing new/existing sources of data
• Coaching and developing analytical talent
• Leading edge contact center data and systems vendors
• Putting data, analytics and insights in to the hands of business leaders
• Providing analytics consulting and expertise to help the business uncover and act on insights
• Understanding the external contact center environment, including industry best practices, trends and benchmarking within financial services, as well as more broadly across similar industries
• Planning & organization
• Data acquisition, analytics & reporting, team talent and performance management, fostering strong team culture and engagement as well as cross-team partnership
• Foster a culture aligned to purpose, values and strategy, including promoting integrity, empathy, diversity and responsibility

Requirements

• Foundational level of proficiency: Technical design optimization. Decision Making. Systems Thinking
• Advanced level of proficiency: Data visualization. Data storytelling. Data mining. Creative thinking. Problem solving
• Verbal & written communication skills. Collaboration & team skills. Analytical and problem-solving skills
• Able to manage ambiguity. Data driven decision making. Insights design. Insights development and reporting

Qualifications

• Typically, between 5 to 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience
• Deep knowledge and technical proficiency gained through extensive education and business experience