Manager Business Intelligence

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Requisition ID: 126580
Job Category: Operations
Location: United States-Florida-Plantation-WAH Backoffice
Posted Date: 11/14/2017 8:59:12 PM
Job Summary:
Provide business intelligence for the team and the client around on how to improve customer experience and overall customer satisfaction. Deliver insightful recommendations using an analytical and consultative approach. Monitor and highlight operational trends in the data using self-guided analysis to pull data from disparate data sources and make meaningful reporting and analytical insights.
Job Functions:
  • Provide analytic consulting support
  • Monitor and highlight operational trends
  • Analysis and share insights to improve operations, efficiency and customer support


Key Job Responsibilities:
  • Deliver actionable recommendations for continuous improvement of customer satisfaction and quality
  • Leverage speech to text and Voice Of The Customer analytics to identify drivers, trends and outliers
  • Conduct gap analysis on actual versus desired outcomes to inform on risks and opportunities
  • Leverage end to end product & customer insights from disparate data sources
  • Produce predictive models to enhance decision making
  • Use data and analysis to find compelling trends within the customer service data
  • Partner with Data Science team to develop predictive models to drive innovation in customer experience and overall quality
  • Work across business groups such as Customer Experience Transformation (CxT), business intelligence (BI) and enterprise data warehouse (EDW) teams to understand and review analytical methodology 
  • Performs self-guided data analysis, communication and story-telling skills to transform analysis into actions
  • Prioritize tasks and deliverables among multiple clients
Other Related Duties:
  • Identifies any obstacles to providing the highest quality customer service and provides feedback communication to management

  • Implements best practice methodology to ensure team is following the most effective business operations approaches

Job Requirements:
Education and Experience


  • Bachelor’s degree or master’s degree in quantitative discipline: statistics, mathematics, computer science, physical sciences, economics, or operations research is preferred. W
  • Advanced degrees from other programs accepted provided candidates have significant technical experience and skills.
  • 2+ years industry experience working with large amounts of real data preferably a corporate environment with BI and EDW teams
  • 2+ years consulting experience, either internal corporate consulting, or external management consulting
  • Human resources, workforce management, change management, or business process improvement experience within labor-intensive and data-driven environments a plus.
  • Experience working with predictive models or algorithms, and implementing them in a production environment is preferred
  • Background in the fundamentals of machine learning and statistics; prefer working experience in natural language processing, topic modeling, similarity indexes, etc.
Knowledge, Skills and Abilities
  • The ability to explain complex technical material to nontechnical or executive audiences
  • Ability to translate business objectives in actionable analyses
  • Proficiency with Verint or similar speech analytics platform
  • Proficiency with query language: MS SQL server, Oracle SQL, or MySQL
  • Proficiency with MS Office - Excel, Word, Powerpoint, Access
  • Experience with BI tools: QlikView, Logi Analytics, or PowerBI
  • Experience with analytical packages such as R, SAS, SPSS, Weka, BigML, AmazonML, and other data/text mining packages a plus
  • Experience with presentation software such as Tableau, Domo, Gephi a plus

Working Conditions:


Work Environment


  • Authorized to work in the United States
  • Flexibility in hours and days to support program needs

  • Work performed in a climate-controlled call center environment or corporate office

Physical Demands

  • Frequent speaking, both in person and by telephone, writing, reading reports and computer screens and traveling to various facilities, as required
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