Operations Manager - Customer Interaction Analytics Team

Responsibilities:

• Leads day-to-day strategic and tactical activities of the Customer Interaction Analytics team
• Works with key stakeholders to implement recommendations
• Consults with leadership on setting goals
• Translates strategic objectives into team tasks and conversation analytics projects/initiatives
• Identifies and helps implement tool and business requirements needed to accomplish goals
• Manages project/ initiative intake
• Scopes project/initiative requirements
• Distributes workload to suitable functional areas within the team
• Tracks achievement of objectives
• Presents insights and value to senior leaders and stakeholder groups
• Provides timely resolution to any concerns and escalations
• Ensures assigned teams and projects operate within defined scope, business requirements, and budget
• Ensures team activities are aligned with the company and client’s mission, vision, and values
• Direct supervision of a team of 4-8 Team Leaders

Required Skills & Experience:

• Superior analytical and problem-solving skills, with expertise in quantitative and qualitative process analysis techniques, process metrics, and performance management
• 3+ years of related Operations/Process Improvement Management experience required
• 2+ years of experience leading Operations & Business Improvement initiatives using Lean Methodologies or Six Sigma tools and techniques
• 1-2 years of experience analyzing data using conversational AI (CallMiner, Nice, Verint, or comparable platforms) and/or managing a team of conversational analysts
• Proficient personal computer skills, including Microsoft Office including Excel, and PowerPoint
• Excellent presentation and documentation skills
• Excellent interpersonal, written, and oral communication skills.
• Ability to define problems, collect data, establish facts, and draw valid conclusions to prioritize and work in a multi-tasked environment
• Ability to prioritize and organize work in a multi-tasked environment.
• Ability to work effectively as part of a team in a dynamic, fast-paced environment
• Bachelor’s Degree
• Fluency in English is required