Manager, Customer Interactions Analytics

Role Overview

• Lead, coach, and develop a team of Customer Interactions Analysts, providing ongoing mentorship and performance feedback.
• Establish and monitor key performance indicators (KPIs) to ensure team goals align with organizational objectives.
• Collaborate with agents, supervisors, and external partners to identify opportunities for operational efficiency and resolve escalated issues.
• Facilitate regular team meetings, training sessions, and cross-departmental initiatives to foster a culture of learning and innovation.
• Generate and present performance reports to senior leadership, translating insights into actionable strategies.
• Ensure compliance with company standards and drive adherence to operational processes.
• Champion the adoption of new technologies and tools to enhance customer experience and streamline workflows.
• Leverage advanced data analytics to proactively identify trends, anticipate challenges, and drive initiatives that enhance the overall customer experience and operational efficiency.
• Lead the design and execution of customer experience improvement programs, with a focus on achieving and exceeding key performance indicators (KPIs), including customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).
• Partner with and manage third-party vendor relationships, ensuring service levels are met, issues are resolved promptly, and collaboration contributes to overall operational and customer experience goals.
• Direct and oversee comprehensive process improvement initiatives by systematically identifying and analyzing gaps within existing operational procedures.
• Ensure that proposed solutions are strategically developed, effectively implemented, and rigorously monitored to achieve sustainable enhancements in efficiency, compliance, and overall performance.

Requirements

• Requires advanced training or education in fields such as business administration, accountancy, sales, marketing, computer sciences, or similar vocations, typically obtained through the completion of a four-year bachelor's degree program.
• A master’s degree in a related field is strongly preferred.
• Normally requires eight (8) to ten (10) years of directly related and progressively responsible experience, including at least three (3) years in a leadership or management role.
• Demonstrated experience in master data management, process optimization, or the healthcare industry is highly preferred.
• Proven ability to lead cross-functional teams, drive strategic initiatives, and deliver measurable results.
• Strong analytical, decision-making, and problem-solving skills, with the ability to leverage data to inform strategies and drive continuous improvement.
• 7 plus years of experience in data analytics, customer operations or support related roles.
• 7 plus years of experience managing projects and implementing process improvements.
• 7 plus years of experience leading a team of business analysts.

Benefits

• Health insurance
• 401(k) matching
• Paid parental leave
• Paid caregiver leave
• Backup dependent care
• Adoption assistance
• Infertility coverage
• Learning and development programs
• Employee resource groups
• Volunteer activities