Operational Insights Manager

Operational Insights Manager

Responsible for supporting the Operations organization's continuous improvement initiatives utilizing a broad range of data sources, analytical methods, and business approaches to deliver actionable recommendations to executive sponsors. Having wide-ranging experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways. Works on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors. Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results. Networks with key contacts outside own area of expertise. Determines methods and procedures on new assignments and may act as team lead. Provide analytical support (including analytical systems development) by dissecting and structuring a wide range of complex business problems, extracting and analyzing data from a variety of sources, utilizing facts/data to derive a conclusion, and constructing presentations that distill complex analytical findings into communications that are intended to inform and influence decisions related to policy, procedure, and business practices. Responsible for identifying operational opportunities to improve customer experience and reduce cost to serve, initiating and leading cross-functional projects to drive continuous improvement and creating models and processes to measure and communicate improvement.

Minimum Required

· Typically requires a minimum of 8 years of related experience

· Highly proficient in SQL and 4+ year's experience working with relational databases (Teradata, Oracle, MS SQL server)

· Highly proficient in Excel, Access, and Power Point

· Experience with statistical methods and analysis tools

· Highly skilled in report development and data analysis

· Good communication skills (verbal and written)

· Experience with Customer Service in telecommunications or equivalent industry

Education

· Bachelor's Degree in quantitative, business or computer-related field such as mathematics, econometrics, statistics, operations research, or computer science.

· MBA preferred

Responsibilities Requires competency in customer focus, change & innovation, strategic thinking, relationship building & influencing, talent management, results focus and inspirational leadership.

Essential Functions

· Develop analysis plan and execute them independently for moderate projects

· Query data from relational databases (Teradata, MS SQL server). Demonstrate strong competency and comfort working with and analyzing large sets of data.

· Perform data validation and data cleansing

· Perform data mining, analysis and modeling to drive business insights

· Develop executive level presentations

· Present complex and customized analytical findings

· Provide ongoing operational support

· Execute operational reporting

· Contribute to continuous improvement initiatives

All your information will be kept confidential according to EEO guidelines.