Operations Manager, Tailored Customer Solutions

1 week ago

Houston, Texas, United States Tailored Shared Services Full time
About the Role

The Manager of TCS Operations and Analytics is a key member of the Tailored Customer Solutions team, responsible for driving the strategy and direction of customer service contact center operations systems. This role requires a strong analytical mindset, excellent communication skills, and the ability to build cross-functional partnerships within the organization.

Key Responsibilities
  • Maintain and evolve the TCS Labor Model, making continuous improvements and recommendations for reporting and analytical enhancements.
  • Define and create TCS department analytics and reporting, overseeing the quality of deliverables and presentation of results.
  • Establish a standardization of KPIs, departmental procedures, and operating instructions for all reporting processes and applications.
  • Oversee reporting production through problem analysis and recommendation of resolutions to correct deficiencies within reporting applications.
  • Build a partnership with technology teams to stay informed of system upgrades, rollout timelines, and enhancements.
  • Maintain relationships with internal and external business partners to recommend system enhancements that allow our technology collection to be utilized to its fullest potential.
  • Lead a team of analysts to manage multiple initiatives, ensuring the integrity and accuracy of all reports distributed from the team to TCS leadership.
Requirements
  • 7+ years' experience leading a reporting and analytics team.
  • Bachelor's Degree preferred, concentrated in Data Science, Computer Science, Information Technology, Economics, Statistics, Information Systems, Applied Math, or Business Administration.
  • Extensive experience with SQL, Python, Medallia, Snowflake, Salesforce, Five9, Tableau, and MS Excel.
  • Excellent written and verbal communication skills with the ability to flex to various audiences.
  • Strong analytical skills and ability to influence workload capability.
  • Experience working in business intelligence, strategic planning, project management, and working with large datasets and computing systems.
  • Demonstrate professional-level collaboration and strategic design/critical thinking skills.
  • Strong organizational and leadership skills and the ability to multi-task in a fast-paced environment.
Work Environment

This role requires the ability to sit and work at a computer keyboard for extended periods of time. The ability to stoop, kneel, bend at the waist, and reach daily is also required. The ability to lift and move up to 25 pounds occasionally is necessary. Must utilize visual acuity, speech, and hearing, hand and eye coordination, and manual dexterity necessary to operate a computer and office equipment.

Benefits

This role is eligible for health, dental, and vision insurance, prescription drug, retirement savings, life insurance, accident and disability, paid time off for sick leave, vacation, bereavement, jury duty, holidays, wellbeing program, commuter, adoption assistance, legal services, and employee merchandise discounts.

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