Responsibilities
- Shape C&CE strategy by developing business cases, evaluating options, and assessing costs and benefits to guide prioritization decisions
- Develop highly accurate and explainable analytical models to project contact center workload demand across several work types (calls, chats, cases) and service models
- Develop forecast variance analysis playbooks enabling quick identification of drivers and paths to resolution
- Look for ways to enhance our data ecosystem and accelerate our AI/ML journey within Workforce Management
- Leverage data to solve business problems by identifying data needs, pulling data from relevant sources, and performing analysis
- Identify business opportunities using trend analysis and mining operational data for insights
- Develop testing plans, monitor performance indicators, and be ready to quickly investigate and remediate emerging issues
- Grow into a thought partner and executive storyteller by distilling work into crisp presentations that educate, inform, and inspire action
- Employ a product management mindset to translate Operations needs into business requirements that can be delivered by Tech partners
Requirements
- Bachelor’s degree in Mathematics, Economics, Statistics, Engineering, Business, or related field preferred
- Five years of relevant analytics or management consulting experience
- Strong communication (oral and written), presentation, and facilitation skills
- Ability to structure project / program plans and independently drive workstream forward
- Ability to partner across organizations and roles to influence and deliver work
- Proficiency in an analytics-focused coding language, e.g. SQL, Python, or R
- Two years of building, managing, or using business models, e.g. optimization, predictive analysis and forecasting, or financial / credit modeling
Nice to Have
- MBA or other relevant advanced degree (e.g. MS in Analytics)
- Eight or more years of relevant analytics or management consulting experience
- Four or more years of end-to-end model design and ownership experience, e.g. optimization, predictive analysis and forecasting, or financial / credit modeling
- Two or more years of healthcare experience
- Two or more years of experience in Operations or Customer Experience
Benefits
- Medical
- Vision
- Dental
- Well-being and behavioral health programs
- 401(k)
- Company paid life insurance
- Tuition reimbursement
- A minimum of 18 days of paid time off per year
- Paid holidays
- Annual bonus plan
Additional Information
- The internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
