The Contact Center Solutions & Support Reporting Manager will have responsibility for several reporting-related functions that could span all contact center operations groups. This functional area will be relied upon to deliver crisp, on-point performance measures to leaders which will drive customer and employee experience and performance impact for our contact centers and therefore requires a leader with extensive experience and a long record of accomplishment.
The leader will:
Manage team of 2-3 direct reports in department of up to 15 staff responsible for database development, scorecard production, ad hoc/production reporting and data strategy. The team will be distributed across multiple sites and some members may be dedicated to specific contact centers or lines of business.
Provide leadership and day-to-day operational management of the data management and reporting functions.
Develop contact center data strategy and reporting considering employee and customer experience as well as our compliance requirements.
Ensure contact center reporting staff has tools necessary to effectively deliver service level needed for contact centers to meet their operating objectives.
Develop and maintain strong relationships with all contact center leaders, across all lines of business.
Meet regularly with contact center leaders and other management and staff to understand reporting requirements, gather and respond to feedback, and review reported results.
Manage teams to provide timely, accurate and actionable standard and ad hoc reporting and analysis to a diverse internal customer base spanning multiple sites, lines of business, and departments within the bank.
Provide single point of contact for other channels to assess impacts of changes to processes or projects on contact centers.
Manage teams to utilize data from contact center reporting to identify opportunities to increase contact center effectiveness and customer satisfaction by collaborating closely with the analytics team.
Lead and coach team on pursuit of process improvements to increase team output, raise overall contact center effectiveness and increase employee and customer satisfaction.
Collaborate with other CCSS group leads to create bench strength within the CCSS group and develop a plan to ensure employees have the opportunity to grow both within and across contact center positions.
Represent the contact centers in working groups and project teams to set direction of reporting, data management and continuous improvement at U.S. Bank.
Bachelor's or equivalent work experience, Master's strongly preferred.
10 years of experience in reporting and analytics; experience in continuous improvement preferred.
5 years managing groups of reporting, analytics or continuous improvement teams.
Advanced understanding of contact center analytics, metrics, operations, best practices, tools and technologies.
Demonstrated experience in working in a matrixed management structure strongly preferred.
Change Management governance.
Advanced knowledge of Agile principles and practices.
Demonstrated ability to drive performance.
Experience in setting and exceeding goals.
Ability to creatively solve problems and accomplish goals.
Prior success in creating new departments or teams strongly preferred.
Strong communication and team building skills.
Clear ability to develop strong interpersonal relationships.
Strong ability to work via collaboration.