Senior Manager Global Analytic Insights

• Oversee all approaches, processes, work products, and results within the analytics team. Manage a high-performance team to deliver quality analysis and business insights
• Lead multiple complex projects across various lines of business, ensuring effective resource allocation and navigating project risks
• Utilize advanced analytical and problem-solving skills to develop work plans that improve call center performance metrics
• Apply financial techniques to identify key economic drivers and create business cases for performance improvement scenarios, project risks, and implementation options
• Leverage extensive knowledge of analytics and call centers to train team members on uncovering insights and deliver consultative recommendations
• Identify and deploy industry best practices in analytics to enhance team performance and project outcomes
• Aggregate learnings across programs to foster an environment of continuous improvement and contribute to broader organizational knowledge
• Facilitate key meetings and cultivate partnerships with internal stakeholders and external clients to ensure alignment and collaboration
• Identify opportunities to develop additional expertise in call center performance analytics and process improvement
• Train, develop, and manage the performance of direct reports, providing mentorship and direction in accordance with organizational policies
• Ensure efficient utilization of staff across projects while maintaining a strong focus on internal profitability drivers
• Serve as a subject matter expert for team members, providing guidance and support in analytics-related inquiries

• At least 1+ year of professional experience as a Data Analytics Senior/Manager
• Proven experience in analytics, preferably within a call center environment
• Strong leadership and team management skills
• Excellent project management capabilities with a track record of managing complex projects
• Proficiency in analytical tools and methodologies
• Strong financial acumen and ability to develop business cases
• Exceptional communication and interpersonal skills
• Ability to foster a culture of continuous improvement and innovation
• Storytelling, Analytical thinking & Presentation skills

Lean Six Sigma would be a nice to have