Sr. Manager, US Channel Analytics - Contact Center

Job description

The role will drive analytical insights, reporting and process improvements that result in revenue generation, great customer & employee experiences and operational efficiency. The analytics lead requires in-depth data & analytical understanding, coupled with an understanding of the business context of the channel, and proven people management, change and strong leadership.

Technology & data understanding will be critical to the success of the analytics lead. Acquiring, integrating, leveraging and democratizing new/existing sources of data that underpin our customers, employees and channel effectiveness will allow the role to contribute significantly to the strategic evolution of the channel. Previous hands-on experience in data acquisition, transformation, aggregation via tools such as SQL, SAS, SPSS, Python, R, etc. will enable the leader to be successful coaching and developing analytical talent. Deep understanding of BMO's data, systems and technology partners, as well as leading edge contact center data and systems vendors is also a key asset.

Putting data, analytics and insights in to the hands of business leaders so that insights & decisions can be made through self-serve visual analytics reports & tools will be a key focus, while at the same time providing analytics consulting and expertise to help the business uncover and act on insights will help advance our collective analytical capabilities. Extensive experience in self-serve BI tools like PowerBI, Spotfire, SSRS, and others is a key asset as a result.

Understanding the external contact center environment, including industry best practices, trends and benchmarking within Financial services, as well as more broadly across similar industries will allow the analytics lead to assist in bridging internal and external performance perspectives.

Planning & organization will be a key success factor for this role. Long term planning for data acquisition, analytics & reporting, team talent and performance management, fostering strong team culture and engagement as well as cross-team partnership are required to drive success.

Finally, the analytics lead will foster a culture aligned to BMO's purpose, values and strategy, including promoting integrity, empathy, diversity and responsibility.

Qualifications:


Foundational level of proficiency:

• Technical design optimization.
• Decision Making.
• Systems Thinking.

Advanced level of proficiency:

• Data visualization.
• Data storytelling.
• Data mining.
• Creative thinking.
• Problem solving.
• Verbal & written communication skills.
• Collaboration & team skills.
• Analytical and problem solving skills.
• Able to manage ambiguity.
• Data driven decision making.
• Insights design.
• Insights development and reporting.
• Typically between 5 - 7 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.
• Deep knowledge and technical proficiency gained through extensive education and business experience.