Data Analyst Manager – Call Center Operations

This position will lead the development of an operational data analytics framework. This leader will work with key stakeholders to identify, define, and validate operational analytics that drive business results. Facilitate the deployment of a system governance structure that support data standardization and alignment within each business segment. Develop training modules and materials to increase data literacy and data driven operational decisions.

The is a remote first position with occasional onsite meetings in market.

Major Responsibilities:

• Lead the development of an operational data analytics model that enables data driven business decisions across the organization.

• Complete current state assessment across major value-streams and develop roadmaps to meet organizational needs for data solutions.

• Develop and education program: training materials, toolkits/playbooks, and assessment tools that enhance operators data and business efficacy.

• Collaborate with leaders, team members, and clinicians across the organization to develop data driven leadership & management structures.

• Analyze and identify operational improvements for the organization and partner with operations excellence to drive improvements.

• Embrace continuous learning and experimentation.

• Work closely with System Acceleration to identify and catalogue best practices to scale.

• Define and standardize operational metrics used across the organization.

Education Required:

• Bachelor's Degree in Business or related field.

Experience Required:

• Typically requires 7 years of experience in business operations, strategy, or consulting which includes experience in data analytics, operations improvement, or business analytics.

• Call Center experience strongly preferred.

Knowledge, Skills & Abilities Required:

• Strong knowledge of organizational business analytic frameworks.

• Strong skillset in data analysis, validation, and data storytelling.

• Demonstrated skill applying problem solving and process design methodologies.

• Knowledge of project management and analytical assessment methodologies.

• SQL, Power BI, Tableau experience strongly preferred.

• Ability to assess operational processes that are flagged in data sets.

• Knowledge of data governance structures.

• Strong collaboration and facilitation skills.

Physical Requirements and Working Conditions:

• Exposed to a normal office environment.

• Position requires travel and is therefore exposed to road, weather, and normal travel hazards.

• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.