Concentrix Sr Manager, Global Analytic Insights in Boston, Massachusetts
Sr Manager, Global Analytic Insights
Job Description Summary
The Sr Mgr Operational Performance Analytics 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
Manages all approaches, processes, work products and results
Manages interfaces with key client stakeholders and effectively navigates difficult issues and project risks; directs resources and work plans
Manages multiple projects under a single client umbrella, for instance across lines of business
Utilizes analysis, call center and problem solving skills/frameworks to develop a work plan and approach for the team to improve call center performance metrics
Applies financial techniques to identify key economic business drivers and to derive financially-driven business cases around performance improvement scenarios, project risks, and solution / implementation options
Leverages broad knowledge of analytics and call centers to train others on how to uncover non-obvious insights and recommendations; uses knowledge to deliver consultative recommendations to clients
Identifies and deploys best analytic practices based on industry expertise
Aggregates learnings across programs and leverages insight to aid the department and contribute to broader practice and/or company learnings. Establishes and maintains an environment of continuous improvement
Leverages proven management skill to lead a high performance team to deliver high quality analysis, business insights, and clear recommendations bounded by options and risk scenarios
Facilitates key meetings and develops and cultivates partnership with clients and internal operational or resource group stakeholders
Identifies and begins developing additional expertise in call center performance analytics and process improvement, and client vertical market areas to drive work product
Trains, develops, and manages performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organizations policies and applicable legal requirements
Ensures efficient utilization of staff across projects
Maintains strong focus on internal profitability drivers and makes decisions within individual projects to achieve project profitability goals
Serves as subject matter expert resource for other team members
Bachelor's degree in related field from a four-year college or university with more than ten years of relevant experience (with two to four years of Progressive Management Experience) preferred
Minimum one year of call center experience or equivalent working knowledge of call centers preferred
Six Sigma Green or Black belt a preferred
Strong process improvement experience; proven ability to apply quantitative and/or qualitative research and data analysis techniques to improve operational processes
Intellectual curiosity with a desire for continuous testing and actionable change
Ability to effectively structure problems and solutions and collaborate with internal or external clients regarding recommendations/solutions; Development of solutions that change work processes with associated analyses and accompanying metrics
Demonstrated 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 feedback
Proven ability to build business cases to justify improvement investments, to monitor financial impact of analytic recommendations and process improvement initiatives and also manage account profitability drivers
Experience working collaboratively with business partners to understand needs for delivering business friendly data solutions
Experience managing complex, high risk projects
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Advanced Microsoft Office skills
Results orientation/self-directed-ability to drive change in unstructured environment
Ability to travel periodically, including the potential to travel overseas
Career Level Description
Provides leadership to managers, supervisors and/or professional staff. Is accountable for the performance and results of multiple related units. Recommends operational objectives and develops departmental plans, including business, production and/or organizational priorities. Controls resources and policy formation in area of responsibility. Decisions are guided by resource availability and functional objectives. Develops and administers performance requirements; may have budget responsibilities.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
USA, OH, Work-at-Home
For Regular and Temporary Employees: Annual bonus based on company performance; healthcare benefits, wellbeing program, dental benefits, vision benefits, flexible spending accounts, health savings accounts, Employee Assistance Program, 401(k), life insurance, accidental death and dismemberment, paid time off, disability insurance, several voluntary benefits; legal, home and auto, accident insurance and hospital indemnity, and holidays.
We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.
Were a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!
In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, were disrupting the market by being absolutely obsessed with making our clients businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the worlds best brands. Concentrix. A passionate company powered by passionate people.
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