Manager

• Lead a group of data and reporting professionals.
• Deliver critical key performance indicators (KPIs), including supply, demand, real-time network, and application access monitoring to support Channels Operations.
• Collaborate closely with Workforce Management functional teams, Channels Operations leaders, and other support groups to translate data into strategic, value-add insights.
• Engage and communicate across multiple LOBs and levels to provide visibility, insights, and recommendations on Channels & Workforce contact center data design.
• Manage and sequence delivery of reporting intent, build data requirements and execute against the Workforce reporting strategy.
• Oversee multiple projects and programs concurrently.
• Provide subject matter expertise on data ecosystems and insights supporting contact center processes.

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