Essential Functions/Core Responsibilities

Oversees the implementation of analytic and performance improvement activities for multiple 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 and/or Consultants, 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
Conducts qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Excel, Python, R, or other tools.
Develops key driver analysis, statistical linkages and calibration between metrics. 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 at all levels of leadership
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 demonstrate ability to quantify ROI to drive operational improvements
Proven ability to motivate teams and operate effectively as a leader 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 required
Experience in Python or R (preferred)

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