Operations Manager, Tailored Customer Solutions

2 weeks ago

Houston, Texas, United States Tailored Brands Inc Full time
About the Job

The Manager of TCS Operations and Analytics is a key role within Tailored Brands, Inc. responsible for leading the strategy and direction of customer service contact center operations systems, administrative support, and Workforce Management scheduling.

This position requires a strong leader who can build cross-functional partnerships within the TCS department, align with TCS leadership, and oversee the integration of data analytics and business intelligence to support business strategies and objectives.

The ideal candidate will have extensive experience with SQL, Python, Medallia, Snowflake, Salesforce, Five9, Tableau, and MS Excel, as well as excellent written and verbal communication skills.

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 while 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 keep 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.
  • Work directly with business partners and leadership to develop, design, enhance, and generate TCS reports for end users.
  • Provide ongoing organizational training for new and current users and regular skills training and assessments to analytics team.
  • Provide production support through problems analysis and resolution to correct deficiencies within reporting applications and expedite distribution methods by utilizing automation techniques.
  • Actively participate in call routing and CRM design discussions to identify data collection and reporting needs.
  • Develop procedures and operating instructions for all reporting processes and applications.
  • Work on additional activities, projects, and requests for data extrapolation as requested by 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.
  • Strong analytical skills and ability to influence workload capability.
  • Experience working in business intelligence, strategic planning, project management, and experience working with large datasets and computing systems.
  • Demonstrate professional level of collaboration and strategic design/critical thinking skills.
  • Strong organizational and leadership skills and the ability to multi-task in a fast-paced environment.
  • Skilled at prioritizing and working under time constraints, handling multiple tasks, while remaining flexible to changing priorities and assignments.
  • Strong expertise of Microsoft Office Products including Outlook, Word, Excel, and PowerPoint.

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