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Line of Business Role Description
The Reporting and Analytics Manager is responsible for managing a team that provides complex data, reporting and analytics to better assist management in understanding operational business performance. Responsible for developing overall data reporting and analytics strategies for data forecasts, reports, ad hoc requests, dashboards, etc. This role requires thorough understanding of data analysis and methodology.
Apply mathematical and statistical concepts to measure, analyze and improve Call Center Performance.
Collect, aggregate, organize, analyze and report on data from disparate sources.
Drive performance improvement and organizational change.
Translate business needs and design business requirements for Performance Management and reporting of Key Performance Metrics.
Leverage analytic and data visualization tools to present data to key stakeholders to drive performance improvement.
Develop procedures and processes for data governance, management, analysis, testing, validation and usage.
Present reports, analysis and findings to key stakeholders and call center management.
Manage a team responsible for reporting and analysis of data
Conduct complex data analysis in support of a variety of analytic solutions
Capture, develop, and document data definitions, business rules, and data quality requirements
Integrate data from multiple sources to produce requested or required data elements
Create and produce forecasts, reports, ad hoc requests, dashboards, etc.
Interpret data, analyze results, and provide insights to determine operational impact, trends, and opportunities
Develop reports and deliverables for upper management and communicate with all levels of stakeholders
Create and maintain report forms and formats, information dashboards, data generators, canned reports and other end-user information portals or resources
Ensure compliance with deliverable reporting requirements by performing quality data audits and analysis
Identify opportunities to use data to develop new strategies and improve business performance and utilize knowledge of mathematical modeling and other optimization methods to perform quantitative and qualitative data analysis
Proactively identify areas of opportunity and/or improvement based on trends in the data, and use these insights to inform new products and/or operational improvements\
Review accuracy of all data, results, and conclusions of the team, coaching team members to reach a high data standards
7+ years of data analysis and reporting or related experience
5+ years experience in call center or production environments
3+ years of management experience
Experience in process improvement methodology including Six Sigma, PMP and or Agile certification.
Previous leadership experience in a complex, multi-site, multi-channel contact center and the ability to lead and coordinate cross-functional teams
Strong executive presence and communication (written and verbal) skills, with ability to engage and influence senior executives
Experience building dashboards with SQL and enterprise software applications such as SFDC, SAP, Power BI, and/or Tableau
Demonstrated creative thinking and problem-solving ability - balancing flexibility and innovation with proven approaches
Outstanding problem solving and analytical skills including talent for conducting research, analyzing data, developing hypotheses, and synthesizing recommendations
Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.
Ability to make swift and sound decisions that demonstrate both strategic and tactical analytical and leadership skills.
Ability to as act as a trusted advisor at all organizational levels, including ability to develop and deliver substantive presentations to executive leadership.
Analytical skills, understanding of basic statistics and continuous improvement methodologies.
Understands and executes balance between growth, risk and profitability
Ability to express ideas in a clear and concise manner
Strong consensus building ability with effective conflict resolution and negotiation skills
Ability to take initiative and effect change
Ability to document, prepare and present data-driven presentations
Ability to handle multiple projects and tasks and meet deadlines
Ability to make decisions and work collaboratively with others to solve problems
Ability to make decisions and solve problems while working under pressure
Ability to think strategically and anticipate future trends, needs
Microsoft Office Suite products, including but not limited to Visio, Excel, SharePoint and Project
Familiarity with relevant call center technology and applications, including but not limited to including Nice, IEX, Aspect, etc
Shift:1st shift (United States of America)
Hours Per Week: 40
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