Manager, Analytics and Optimization - Client Care
876 PISCATAWAY OFFICE, United States
USD 89K-107K Mid-level Full Time
Tasks
- Build self service reporting model
- Conduct diagnostic root cause analysis
- Define KPI and data definitions
- Deliver performance analysis
- Develop forecasting and capacity plans
- Educate stakeholders on report interpretation
- Ensure data quality and usability
- Establish intake and prioritization for analysis
- Identify AI and optimization use cases
- Lead vendor oversight and performance reviews
- Maintain reporting documentation libraries
- Manage analytics platform requirements
- Monitor AI and automation trends
- Own client care reporting
- Partner cross functionally on operations and quality
- Partner with tech for AI implementation
- Support AI business case development
- Translate data into actionable insights
Perks/Benefits
Skills/Tech-stack
Analytics | Artificial Intelligence | Automation | Capacity Planning | Contact center | Contact center metrics | Customer Experience | Customer experience analytics | Dashboard Development | Data Analysis | Data Quality | Data Visualization | Data definitions | Excel | Experience Analytics | Forecasting | Key Performance Indicators | Language Processing | Machine Learning | Natural Language | Natural Language Processing | Performance indicators | Performance reporting | Power BI | Reporting | Salesforce | Scenario Modeling | Sentiment Analysis | Speech Analytics
Education
Associate Degree | Bachelor of Arts | Bachelor of Engineering | Bachelor of Science
Regions
Countries
States
Cities
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