Senior Manager

Description:

• Prepare executive-facing presentations related to the reduction of complex care cases, deep dives, articulating strategy, performance outlooks as well as challenges and opportunities for improvement
• Define, articulate, size, and drive optimizations for servicing customers with disabilities
• Lead a multi-disciplined team consisting of analytics, program management, and call center performance specialists
• Partner and collaborate effectively with multiple cross-functional business unit leaders
• Build data models and business cases using historical or pilot results to assess opportunities and complete cost-benefit analyses
• Manage performance of hundreds of agents across multiple sites for multiple KPIs
• Deep-dive processes and policies to inform strategies and opportunity identification; determine next steps and recommendations
• Own comprehensive reporting and insights to better understand performance
• Assist in development and implementation of strategies related to our biggest call quality drivers and moments of truth

Critical Qualifications/Competencies:

• Experience in a strategy and forecasting role, preferably in telecommunications
• Excellent strategic thinking, statistics, modelling, and problem-solving skills
• Highly organized and able to manage multiple projects simultaneously and deliver on tight deadlines
• Excellent attention to detail
• Proven ability to gather, organize and manipulate data and turn results into insights
• Strong presentation skills and an ability to communicate effectively
• Excellent interpersonal skills and demonstrated ability to work in a collaborative team environment across multiple functions
• Self-motivated, demonstrate initiative, have a strong desire to succeed and possess a strong sense of urgency
• Quick learner, flexible and able to comfortably operate in an ever-evolving & changing environment