U.S. Bank Contact Center Shared Services-Business Intelligence and Analytics Lead in Dover, Delaware
The Business Intelligence and Analytics Lead will have responsibility for several shared service functions that span all of our contact center operations groups, specifically the business intelligence and reporting analytics functions. This functional area drives a great deal of customer and employee experience and performance impact for our contact centers and therefore requires a leader with extensive experience and a long record of accomplishment.
The leader will:
Manage team of 5-7 direct reports in department of up to 30 staff including reporting analysts, problem investigators, continuous improvement process analysts, data management and business analysts. The team will be distributed across multiple sites and some members may be dedicated to specific contact centers or lines of business.
Provide leadership and day-to-day operational management of the reporting, analytics and continuous improvement functions.
Develop contact center reporting, analytics and continuous improvement philosophy, policies, processes and programs considering employee and customer experience as well as our compliance requirements.
Ensure contact center reporting, analytics and continuous improvement staff has tools necessary to effectively deliver service level needed for contact centers to meet their operating objectives.
Develop and maintain strong relationships with all contact center leaders, across all lines of business.
Meet regularly with contact center leaders and other management and staff to understand reporting requirements, gather and respond to feedback, and review reported results.
Manage teams to provide timely, accurate and actionable standard and ad hoc reporting and analysis to a diverse internal customer base spanning multiple sites, lines of business, and departments within the bank.
Manage team to implement and manage standard closed loop continuous improvement process across all bank contact centers.
Lead working group to identify and solve cross-line of business problems impacting customer satisfaction or contact center performance.
Provide single point of contact for other channels to assess impacts of changes to processes or projects on contact centers.
Manage teams to utilize data and tools from survey vendor to define business rules, manage reporting on survey results to identify call reasons and customer satisfaction, and manage investigations of causes of low customer satisfaction.
Manage teams to utilize data from contact center reporting to identify opportunities to increase contact center effectiveness and customer satisfaction.
Analyze, recommend, negotiate and maintain vendor contracts where required; ensure relationships are managed in a cost effective manner and evaluate the quality of all services and costs on an on-going basis; prepare and maintain vendor resource guide.
Lead and coach team on pursuit of process improvements to increase overall contact center effectiveness, increase employee and customer satisfaction.
Manage teams to identify coaching, agent performance, training, process, policy and technology changes to improve customer satisfaction.
Collaborate with other Shared Services group leads to create bench strength within the Shared Services group and develop a plan to ensure employees have the opportunity to grow both within and across contact center positions.
Represent the contact centers in working groups and project teams to set direction of reporting, analytics, data management and continuous improvement at U.S. Bank.
U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.
Master's degree, or equivalent work experience
12 or more years of experience in project management and leadership activities
Six or more years of managerial experience
Undergraduate degree; advanced degree preferred.
10 or more years in reporting and analytics; experience in continuous improvement preferred.
5 or more years in managing groups of reporting, analytics or continuous improvement teams.
Advanced understanding of contact center analytics, metrics, operations, best practices, tools and technologies.
Demonstrated experience in working in a matrixed management structure strongly preferred.
Demonstrated ability to drive performance.
Experience in setting and exceeding goals.
Ability to creatively solve problems and accomplish goals.
Prior success in creating new departments or teams strongly preferred.
Strong communication and team building skills.
Clear ability to develop strong interpersonal relationships.
Strong ability to work via collaboration.
Primary Location: United States
Shift: 1st - Daytime
Average Hours Per Week: 40
Requisition ID: 170023873