Job Title:

Sr Manager, Global Analytic Insights

Job Description

The Sr Mgr Global Analytic Insights leads teams consisting of analytic personnel in the development and deployment of recommendations to improve call center performance. This position leverages his/her broad knowledge of analytics and call centers to build client relationships, direct recommendations that will have significant business impact for client programs, aggregate learnings across programs to better the overall business, and ensure industry best practices are being leveraged. The incumbent must have the leadership aptitude and ability to manage a team of individual contributor analysts and analytic managers and have the ability to provide strategic direction, talent management, and professional direction to team members. He/she manages large, complex projects with multiple lines of business within each project along with resource allocations that have a high impact, broad scope and long implementation time frames.

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 programsLeads 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 scenariosOversees descriptive and statistical analysis, qualitative process documentation via interviews, focus groups, and side by side or remote observations, recommendation development and initiative measurementConducts 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 successLeads 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 resultsBuilds 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 resultsEnsures that standards and best practices are incorporated into the project and to process improvement effortsDemonstrates an understanding of internal profitability drivers and is accountable for actual hours versus budget for self and teamMakes 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 resultsDelivers 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 programsOversees, 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) preferredTwo to three years of experience with call center and process improvement preferred; customer satisfaction analysis a plusSix Sigma Green or Black Belt certification preferred, but not requiredProven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approachPassionate about producing high quality analytics deliverables and communicating results to a broad audience at all levels of leadershipIntellectual curiosity with a desire for continuous testing and actionable changeStrong 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 improvementsProven ability to motivate teams and operate effectively as a leader in a fast paced, high energy environmentDemonstrated 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 feedbackStrong problem-solving skillsSolid understanding of contact center and data analysis methods and processes; analysis of customer satisfaction data a plusExcellent communication skills, both written and verbal. Ability to effectively present information to internal and external associatesDesire to work in demanding project environments where deadlines must be metMust be able to adapt quickly to project/team scope changesAbility to handle confidential information with discretion and tactExperience with statistical concepts and applicationsAdvanced Microsoft Office skills requiredExperience in Python or R (preferred)

Location:

PHL Quezon City - EXXA Tower

Language Requirements:

Time Type:

Full time

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