Grand Prairie, United States
01 Jul 2020
17 Jul 2020


Primary Duties:
  • To deliver actionable insights based on data analysis.
  • Provide effective workforce & resource planning to ensure we have the right talent on the right work at the right time.
  • Be an active and collaborative member of the Client Relations Center leadership team.
  • Continuously improve the Insights & Planning function, including leading any new members of the team.

Actionable insights from complex data sets and reliable reporting.
  • Provide meaningful reporting and analysis to stakeholders including impactful insights to improve business performance.
  • Analyze, link and interpret data from multiple sources (including sales, customer experience and contact center systems)
  • Create and communicate concise and actionable insights to stakeholders.
  • Prepare and distribute effective management information reports on time (e.g. daily / weekly / monthly reporting)
  • Collaborate with partners on reporting enhancements to provide transparency and accuracy on volume/revenue/costs, client acquisition & retention, and other key business results.
  • Smart schedules and workforce optimization.
  • Prepare accurate forecasts for controllable and non-controllable workloads at both macro (annual budget) and micro (intraday schedule) level.
  • Optimize workforce by ensuring appropriate resources applied to business activities.
  • Create, maintain and improve scheduling system which balances achieving business results with employee experience outcomes.

Continuous improvement
  • Consistently improve methods and practices (including report automation) to create time for value-add analysis.
  • Build strong relationships with and implement reoccurring touch bases to understand the reporting needs of individuals, teams and stakeholders.
  • Lead stakeholder reviews of management information to ensure that it evolves along with our business needs.
  • Build and present business cases for investment in technology where value can be added.
  • Actively seek out and act on feedback to improve performance.

Leadership & ambassadorship
  • If and when function grows, lead any new members of the Insights & Planning team, providing end-to-end leadership.
  • Drive data analysis capability among partners by coaching and training users of data to self-serve where appropriate.
  • Collaborate and liaise with other stakeholders to help achieve shared and individual goals.

  • Bachelor's Degree in applied mathematics, data science, econometrics, or similar.
  • Lean or Six Sigma qualifications viewed favorably.

Required Experience:
  • >5 years data analysis experience in high-touch retail, contact center, or similar environment.
  • >3 years of experience forecasting workforce needs at annual, monthly and daily levels.
  • Experience presenting to & influencing stakeholders from frontline to executives.
  • Previous experience with Business Intelligence software (ideally SAP BI).
  • Experience with remote or virtual teams and seasonal businesses viewed favorably.

Technical Skills / Abilities:
  • Strong mathematical and statistical skills required, including advanced knowledge of the 7 Basic Quality Tools, probability, survival analysis, regression testing, hypothesis testing and descriptive statistics.
  • Strong business acumen, with ability to identify and communicate value drivers. Data visualization and presentation - can extract business insights from large data sets.
  • Advanced MS Office skills, including Excel & Access automation (at least macros & VBA)
  • Languages other than English viewed favorably.

Personal Skills:
  • Analytical & curious.
  • Excellent attention to detail.
  • Excellent communication skills (written & verbal) & developed EQ.
  • Resilient & displays growth mindset
  • Collaborative & consultative approach
  • Respects confidences & displays discretion.
  • Ability to influence senior stakeholders
  • Empathic servant leader