The Analytics Manager is responsible for providing actionable customer insights and performance analysis to the customer service contact center to facilitate operational decisions, maximize performance, and control costs. Successful candidates will have a background in contact center operations for reporting, analytics, number theory, and customer service business systems in a global environment.


RESPONSIBILITIES
• Develop the strategy for global contact center reporting ◦ Design classic contact center reports, real-time dashboards, and information broadcasts
◦ Ensure global visibility and situational awareness for all levels of management

• Analyze customer treads and operational performance ◦ Publish recommendations based on department analysis

• Forecast business & operational scenarios (demand, cost) ◦ Forecast workload and required resources
◦ Forecast operational costs and impact to budget

• Administer contact center technologies relating to data management and reporting
• Manage a staff of analysts to meet department objectives



REQUIREMENTS
• Bachelor’s degree or equivalent experience
• 5 years of contact center operations experience ◦ Understanding of contact center management methodologies and processes
◦ Experience with multi-channel, multi-site, 24x7 international support structures
◦ Experience with contact center business systems and technology (including telecom & CRM systems)

• Expertise in number theory, analytics, predictive modeling, and data presentation
• Strong abilities in research, problem solving, and root cause analysis
• Experience with operations optimization
• Professional communications, reporting, and presentation skills to all levels of leadership
• Team player, adept at building relationships across organizations
• Strong customer service ethic
• Expertise with productivity software, including Microsoft Office
• Ability to travel internationally on occasion as required


PLUSES
• Experience with business intelligence software or analytical software
• Experience in entertainment software industry
• Knowledge and passion for massively multiplayer online games
• Fluency in additional languages

This job listing originated on Gamasutra.com, the game industry's leader.