About the Role
The Senior Operational Intelligence Lead will transform traditional workforce management into a unified Operational IntelligenceControl Tower.
The Senior Operational Intelligence Lead will be responsible for driving real-time decisioning and performance optimization across Customer Care and Recoveries (CCR) by replacing manual scheduling with automated, data-driven execution.
What You'll Do
- Intelligence Strategy: Design and implement a real-time Control Tower model that centralizes decision-making for staffing, campaign pacing, and channel priority across global markets.
- Advanced Analytics & BI: Lead the transition to a single source of truth by overseeing the development of automated Looker/Snowflake dashboards, eliminating manual data handling.
- Strategic Dialer Oversight: Direct the dialer optimization strategy (Five9/Amazon Connect) to ensure lead segmentation and pacing logic are mathematically aligned with recovery targets.
- High-Stakes Stakeholder Management: Translate complex operational data into executive-ready Intelligence Briefs for the Site Director and Global Heads to guide resource allocation.
- Team Leadership & Development: Mentor a technical team of Real-Time Analysts and Performance Specialists, fostering skills in SQL, data visualization, and predictive modeling.
- Cross-Functional Optimization: Partner with CCR Analytics and Product teams to identify structural performance gaps and implement cross-guild optimization projects.
What You'll Need
- Analytical Mastery: 7–10 years in WFM/Analytics with advanced SQL and BI tool expertise (Looker, Snowflake).
- Leadership: Proven experience managing cross-functional technical teams in a high-pressure environment.
- Strategic Thinking: Ability to align complex workforce data with bottom-line business outcomes.
