Group Manager - WFM (Travel)

QUALIFICATIONS:

Bachelors 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

7 years of experience with call center and process improvement preferred; customer satisfaction analysis a plus

Six Sigma green belt certification preferred

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 and excellent presentation skills

Solid understanding of contact center and data analysis methods and processes; analysis of customer satisfaction data a plus

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