Contact Center Solutions %26 Support Reporting Manager

US Bank Overland Park , KS 66204

Posted 4 weeks ago

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.

Basic Qualifications:

  • 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.

Preferred Qualifications

  • 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.

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VIEW JOBS 11/3/2019 12:00:00 AM 2020-02-01T00:00 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. Basic Qualifications: * 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. Preferred Qualifications * 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. US Bank Overland Park KS

Contact Center Solutions %26 Support Reporting Manager

US Bank