A Place for Mom

  • Sr. Manager of Contact Center Analytics

    Job Location(s) US-WA-Seattle
    Job ID
    2019-3627
    # of Openings
    1
    Category
    Customer Service/Support
  • Overview

     

    Senior Manager, Contact Center Analytics

     

    The Senior Manager, Contact Center Analytics leads data analysis to identify areas of performance improvement and optimization within the APFM contact center ecosystem.  This is a role that has end-to-end responsibility that starts with sourcing data, identifying performance opportunities, quantifying their impact for prioritization, presenting to executive level stakeholders, and driving those insights back into the business.  This role requires someone with a passion for data but also likes to get their hands dirty delivering results.  This includes: data sourcing, collaborating with reporting team to visualize data, providing regular data based performance insights and ad hoc data analysis requests for senior leadership, and in some cases leading projects to improve Contact Center performance.  Examples of projects this role might tackle: evaluating dialing strategies to optimize connection rates, identifying productivity enhancement opportunities, identifying and quantifying opportunities to improve conversion rates, etc. 

     

    Some systems/functions the successful candidate will be working with:

    • Salesforce
    • SQL / data warehouse
    • QlickView
    • Five9 telephony
    • Trello/Jira

    You will be the primary source for performance insights for the APFM Contact Center, leading to a deeper understanding and ability to improve our operation.  We use a third-party, virtual call center vendor; you will be responsible for analyzing performance, identifying opportunities, and collaborating with Continuous Improvement, Product, tech teams and vendors to deliver measurable and meaningful contact center performance insights.

     

     About you

    • Strong understanding of contact center performance analytics, specifically in the third-party vendor space
    • SQL and advanced data modeling experience
    • Dynamic, outgoing and highly collaborative with a strong sense of ownership
    • 5+ years’ experience supporting Contact Center Operations, specifically supporting internal and BPO agents
    • Experienced and comfortable in working in a lean/six-sigma world
    • Experience developing, implementing, and measuring optimized business process
    • Experience leading cross functional projects and programs in a contact center world
    • Bachelor's Degree

     

    • Preferred Qualifications

      • Experience in e-commerce operations, sales, and performance analytics
      • MBA with a focus in business analytics or related field

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