Operations Manager, Tailored Customer Solutions

3 weeks ago

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

The Manager of TCS Operations and Analytics is a key role within our organization, responsible for the strategy and direction of customer service contact center operations systems, as well as administrative and Workforce Management scheduling support teams. This position requires a strong leader who can build cross-functional partnerships within the TCS department, drive business intelligence and analytics, and oversee the integration of data to support business strategies and objectives.

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 leverage our technology to its fullest potential.
  • Lead a team of analysts to manage multiple initiatives, ensuring the integrity and accuracy of all reports distributed 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, as well as regular skills training and assessments for the analytics team.
  • Provide production support through problem analysis and resolution to correct deficiencies within reporting applications.
  • Actively participate in call routing and CRM design discussions to identify data collection and reporting needs.
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 adapt 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, with the ability to multitask in a fast-paced environment.
  • Skilled at prioritizing and working under time constraints, handling multiple tasks while remaining flexible to changing priorities and assignments.
Work Environment, Physical & Mental Demands

This role requires the ability to sit and work at a computer keyboard for extended periods, as well as the ability to stoop, kneel, bend at the waist, and reach daily. The ability to lift and move up to 25 pounds occasionally is also required. Visual acuity, speech, and hearing, hand and eye coordination, and manual dexterity are necessary to operate a computer and office equipment. This role is eligible for a hybrid working model, with up to 3 days per week spent in the office.

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