Manager, CXA Analytics

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. Job Summary: The Analytics Manager (IC) will be responsible for building and designing reporting dashboards, performing advanced analysis, managing projects, conducting root cause analysis, evaluating calls, scrubbing data, managing stakeholders, mining insights and storytelling, improving processes, and mentoring analytics specialists. Responsibilities: Reviews operational metric results and customer satisfaction results on daily/weekly/monthly basis to identify trends in performance Utilizes tools such as Excel, Power BI, Tableau or other tools to analyze qualitative and quantitative data Interprets the data to tell a story that answers business questions; looks for the so-what behind the numbers Design and build business intelligence dashboards Effectively communicate analysis in a way that business stakeholders understand Proactively identifies performance gaps and analytic focus and manages deliverable schedules; meets delivery timelines Coordinates data collection, cleansing, and merging of data from separate streams Builds relationships with key stakeholders in Operations, quality, training, in order to understand processes and identify gaps that may be contributing to lower key metric results Facilitates and conducts root cause exercises, such as, but not limited to: slicing of data, transcript reviews, verbatim analysis, round tables, and process documentation Aids in developing, execution, and measuring operational changes that are expected to improve results Presents key insights, solution recommendations, business cases and action plans to internal/external stakeholders Consistently provides updates and progress of action plans and activities Mentorship of analytics specialists Qualifications: Bachelor’s degree in related field from a four-year college or university with two-three years related experience Strong problem-solving skills Project Management skills Works well with minimal supervision yet uses appropriate resources Good written and oral communication skills Ability to communicate with all levels of management Ability to travel periodically Experience with contact centers and customer satisfaction Experience with statistical concepts and applications; knowledge of predictive modeling a plus PowerBI, Minitab, Python experience a plus Preferred Qualifications: Six Sigma certification 2-3 years of experience in project management Knowledge in Speech Analytics, AI and Machine Learning Working Conditions: Remote work setup with office work as needed US standard business operating hours If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Apply To This Job