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Director of Business Intelligence
Pearson
Centennial, CO, United States
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Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Overview
The GCSS Director of Reporting and Analysis is a key position within the Global Customer Service & Support organization, responsible for owning all aspects of customer service reporting across multiple customer service groups. This position will manage and develop all day to day operational reporting, and be a key participant and leader in driving the organization towards automation and deeper business analysis.
Responsibilities
SCOPE AND IMPACT OF JOB –
This role will report into the department leader, and will work closely with team members and internal business partners to develop automation and data governance strategies resulting in the future state for this organization.
This position will be responsible for leading the GCSS Reporting & Analytics team as it exists today, which is global in scope and supports multiple customer support organizations housing front line support in US based sites, off-shore sites, and at-home. Multiple outsourcing partners are used in the current environment, and data sources include various phone switches, CRMs, workforce management platforms, and social media applications. This position will also be responsible for navigating technology platform migrations, in particular CRM and telephony solutions.
This position will require the successful management of various stakeholder relationships both internal and external to GCSS. These partnerships will include personnel within Pearson technology, product development, data governance / EDW, outsourcing vendors, and GCSS delivery leads among others. Successful partnerships with these key stakeholders will be critical to the success of this position.
A core responsibility for this position will be to create consistent, insightful, and reliable visibility for GCSS and the business. This will encompass areas such as customer service and support performance, case and contact volume analysis, and cost management, and will reach multiple audiences from front line resources up to C-level executives.
To summarize, this reporting and analytics leader will be responsible for managing three key business objectives: 1) Supporting existing customer care organizations in their current state and managing technology transitions 2) Partnering with other key stakeholders to develop and land our long term reporting & analytics strategy 3) Developing clear and insightful visibility for audiences internal and external to the GCSS organization.
Supervisory responsibilities: This position will initially manage a department of five reporting analysts, likely growing in size as the scope of responsibility increases. These personnel are dispersed across different sites, including the UK.
QUALIFICATIONS and SKILLS REQUIRED
Bachelor's degree is required. Multiple years of experience managing a reporting department with strong team/project management and analytical skills. Deep experience in developing contact center performance reporting to continuously improve performance, including off-shore support and collaboration with outsourcing vendors.
REQUIRED KNOWLEDGE AND EXPERIENCE
• Multiple years of experience leading a customer service reporting and analytics organization in a multi-site and multi-contact environment.
• Experience working directly with various phone switches, CRM systems, and data warehouse platforms.
• Proven business planning and analysis experience.
• Strong Excel skills and a working knowledge with database development work in applications such SQL are required.
• Detailed understanding of key contact center performance metrics and their impact on service delivery.
• Experience developing contact center performance reporting both at the agent and organization level.
• Knowledge and experience implementing automated reporting solutions using data warehouses and user reporting interfaces such as Tableau.
• Proven ability to effectively communicate with both internal and external customers, verbally and in written form.
• Experience developing and presenting executive level business analysis.
• Ability to develop and implement productivity/quality metrics designed to minimize costs, enhance efficiencies and improve the customer experience.
• Ability to plan and implement both strategically and tactically.
• Ability to develop concise and relevant objectives and goals, clearly communicate to a team, and accurately measure.
• Ability to lead and motivate a team to achieve success and surpass team goals and metrics.
• Ability to develop processes that will improve team effectiveness and efficiency.
• Ability to manage multiple projects from inception to implementation.