Manager, Analytics and Optimization - Client Care
Tasks
- Build self service reporting models and dashboards
- Create documentation and reporting libraries
- Define KPIs and data definitions
- Deliver performance analysis and operational insights
- Educate stakeholders on report interpretation and data use
- Establish intake and prioritization for custom analysis
- Evaluate AI and automation opportunities with business cases
- Gather business requirements document use cases and partner with tech
- Identify and propose AI and automation use cases
- Monitor emerging AI and automation trends
- Own client care reporting and analytics
- Partner with operational leadership on vendor oversight performance management and reviews
- Partner with technology on AI piloting testing and implementation
- Perform root cause trend and opportunity analysis
- Serve as business lead for analytics platforms
- Support analytics technology roadmap execution
- Support forecasting capacity planning and scenario modeling
Perks/Benefits
- 401k
- Employee assistance program
- Fertility support
- Flexible spending accounts
- Healthcare benefits
- Paid time off
- Parental leave
- Wellbeing fund
Skills/Tech-stack
AI strategy | Analytics | Automation | Business case | Business case development | Capacity Planning | Case Development | Data Analysis | Data Governance | Data Quality | Data Quality Management | Data Visualization | Excel | Forecasting | KPI Management | Power BI | Quality management | Reporting | Salesforce | Scenario Modeling | Sentiment Analysis | Speech Analytics
Education
Bachelor of Arts | Bachelor of Engineering | Bachelor of Science
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