Senior Director, Business Analytics - Workforce Planning

Job Description

Reporting to the Head of Workforce Management, this role is responsible for leading the strategy and analytics team supporting Workforce Management, Footprint and GSP functions.   

This is a high visibility role that works across cross functional organizations within operations, tech, product, and business partner teams. The primary goals are to improve overall workforce efficiency and resilience by shaping our workforce strategic roadmap, driving the analytical agenda to inform our product and tech investments, and leading our demand forecasting analytics and modeling teams.  

The position requires advanced leadership skills, strategic problem solving, the ability to develop effective partnerships within the team and across the organization, and the expertise to drive analytical modeling and data driven recommendations that are both statistically sound and easily explained. 

Key accountabilities of this role include: 

A) Driving the overall strategic roadmap and analytical agenda across the broader Workforce, Footprint and GSP teams to identify key workforce efficiency, reliance and agent experience improvements 

B) Partnering closely with Workforce, Product and Tech to shape our overall Workforce technology investments through analytics 

C) Leading a team building our forecast demand models required to support long-term hiring decisions for the operations 
 

D) Partnering closely with the operations and the business to deeply understand the sources of call center demand, impacts to the operation, and how to effectively plan to ensure we meet our service level commitments in an efficient manner. 

Role Components: 

Leadership – Recruit and sustain a high performing analytics team capable of providing exceptional analytics and strategic insights to CX&O. Leader will set an exceptionally high bar for excellence, coach current associates to their full potential and recruit / develop high potential destination talent into new open roles. Leader will create a collaborative culture that has a high degree of ownership for their work product while providing exceptional support for the CX&O. 

Data – Leverage a data first approach to identify critical business trends and insights to make specific actionable recommendations to the business. Individual will work closely with data teams across the company to deeply understand the critical operations, business and other data (as relevant) to learn most effective way to leverage that data for insights. Individual will play an important role as a “customer” of the data for influencing future state data architecture.  

Analytics – Employ a range of analytical techniques to identify business opportunities and make strategic recommendations. Individual