Digital Transformation Supervisor

**Position Type**:
Full time
**Type Of Hire**:
Experienced (relevant combo of work and education)
**Education Desired**:
Bachelor's Degree
**Travel Percentage**:
0%
**About the Team**

Our team of associates are great to work with, and we have an awesome team of management professionals who are there to help guide you to success. We believe our clients are the most important aspect of our business. Our determination to be the best that FIS has to offer rings true with each team member through training, knowledge and a desire to excel in the financial world.

**What You Will Be Doing**
- Manage, coach and lead a high performing global team of Business Intelligence Data Analysts
- Work with software development/DBA teams to enable the appropriate capture and storage of key data points
- Appropriate and timely engagement with the respective Client Service Manager regarding any aspect of service management reporting
- Deliver consulting services in Digital transformation, performance improvement and business transformation, leveraging knowledge of industry best practices & proven practices using various FIS/3rd Party solutions
- The production and distribution of the required service management reports at the required frequency for each respective client covered under the agreement
- Collating content for inclusion in the service management report when made available to the Reporting Team if the source is other than ServiceNow
- Analyse new and existing customers KPI performance and develop Back office/ Contact centre improvement plans
- Responsible for successful delivery of contact centre improvement recommendations resulting in highly satisfied, referenceable clients
- Develop presentations and present consulting recommendations to Senior Executive Sponsors and Executive Level leadership

**What you bring**:

- Minimum 10-12 years of Total experience in back office, including leadership & management of business operations or Business Intelligence/Digital Transformation projects
- Worked as Consultant level with minimum 4+ yrs. experience into Business Intelligence/Analytics Implementation/Digital Transformation

**Preferred Experience**
- Good to have experience with contact centre Workforce Management, Intelligent Routing, IVR and ACD logic flow, Digital (OCR) routing
- Operational excellence and client services experience in Back office/Contact centre industry specifically in Digital Transformation
- Experience in handling different kinds of Contact Centre process solutions like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
- Experience in working on leading service desk platforms like ServiceNow, Jira, Planview etc.
- Multi - Domain experience with contact centre Performance Management, Back Office Management, Process Automation (Robotics) etc.
- Business Intelligence skills with experience in working on integrated contact centre environment consisting of technology for Delivery & Service Management, Reporting & Analytics and Quality
- Flexible to work in shift 24/7/365 availability, including willingness to work on weekends, and outside of the “standard” workday.
- Minimum of 4 years of internal or external BI/Analytics consulting experience in Back office/contact centre environment
- Use of automation, analytics & other digital interventions to drive digitalization of call centre / BPO operations

**Primary Skill**
- Bachelor’s degree in a quantitative field or equivalent experience
- 5+ years of relevant work experience in business intelligence, analytics statistics, data engineering, data science or related field
- Advanced proficiency in SQL, ETL management, data modelling, DAX, power query and working with Big Data
- Experience with data visualization using Power BI/Tableau/Domo
- Experience with statistical modelling and analysing large data sets
- Experience in managing and prioritizing a project backlog
- Experience in hiring, retaining, coaching and managing a high-functioning team including both technical and business functions
- Strong critical thinking skills and attention to detail
- Strong organizational and multitasking skills with ability to balance competing priorities
- Excellent written and oral communication skills including an ability to communicate with all cross functional teams (technical and business)
- Ability to identify process re-engineering requirements against end-to-end service provisioning.
- Deployment and implementation of digital transformation tools and technologies

**What we offer you**
- A competitive salary with attractive benefits including private medical and dental coverage insurance
- A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities
- A modern work environment and a dedicated and motivated team
- A broad range of professional education and personal development opportunities
- A work environment built on collaboration and respect

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