Senior Contact Center Data Strategist

Job Overview:

The Senior Data and Analytics Manager will spearhead strategic data-driven initiatives to elevate operational efficiency, customer experience, and business outcomes in a contact center environment. This role demands visionary leadership of high-impact Data and Analytics projects, cross-functional collaboration, and the ability to distill insights into actionable improvements.

Key Responsibilities:

• Lead cutting-edge Data and Analytics projects, ensuring seamless alignment with business objectives and tangible results.
• Collaborate with CX, Sales, and innovation teams to identify data-driven opportunities for process optimization, cost reduction, and revenue growth.
• Develop and present compelling business cases, leveraging data insights to justify improvement initiatives.
• Design and implement Customer Journey Maps and Process Maps to drive optimized, future-state experiences across People, Process, Data, and Technology.
• Analyze interaction trends across human-assisted channels to inform operational strategies and channel optimization.
• Create engaging, data-rich visualizations (slides, charts, dashboards) for stakeholders at all levels.
• Proactively manage project risks, maintain risk registers, and escalate issues as needed.
• Monitor project progress from ideation through benefits realization, ensuring KPIs are met.
• Mentor and guide junior team members, fostering a culture of continuous improvement and data-driven decision-making.

Required Skills & Qualifications:

Experience:

• Minimum 5-7 years of experience in Data and Analytics, Data Sciences, Process Excellence, or Delivery Innovation, with at least 3 years in a senior leadership or management role within a contact center or telecommunications environment.
• Proven track record of delivering measurable results through data-driven initiatives, including cost savings, revenue growth, or customer satisfaction improvements.
• Extensive experience leading cross-functional teams and managing complex, high-stakes projects with multiple stakeholders.
• Demonstrated success in implementing advanced analytics solutions (e.g., predictive models, Customer Segmentation).
• Experience with using and modeling data on BI tools such as Power BI, Tableau.
• Prior experience in developing and executing data-driven strategies for customer experience optimization, such as reducing average handle time, improving Sales, or enhancing self-service adoption.
• Experience managing end-to-end project lifecycles, from opportunity identification and business case development to implementation and benefits tracking.

Technical Proficiency:

• Advanced proficiency in Excel and PowerPoint for data analysis, visualization, and stakeholder communication.
• Expertise in system/data analysis and data interrogation, with strong skills in SQL for querying and manipulating large datasets.
• Proficiency in Python or R for advanced data analysis, statistical modeling, and automation of analytical processes.
• Hands-on experience with Power BI, Tableau, or similar BI tools for creating interactive dashboards and reports with real-time data integration.
• Preferred Experience with cloud-based data platforms (e.g., AWS Redshift, Google BigQuery, Azure Synapse Analytics) for managing and analyzing large-scale datasets.
• Familiarity with digital technologies such as AI, Robotic Process Automation (RPA), and Speech Analytics for enhancing contact center operations.
• Understanding of data governance, data quality frameworks, and compliance standards to ensure secure and ethical data usage.

Methodologies & Certifications:

• Strong knowledge of Lean Six Sigma and Agile methodologies.
• Experience applying contemporary process improvement frameworks to achieve operational excellence.

Education:

• Bachelor's degree in data science, Business Analytics, Statistics, Computer Science, or a related field.

Benefits:

This role offers the opportunity to work with a talented team, develop cutting-edge skills, and drive meaningful impact in a dynamic contact center environment.

Other Opportunities:

The company is committed to providing ongoing learning and development opportunities, flexible working arrangements, and a supportive work environment that encourages creativity, collaboration, and innovation.