As Manager, RCC Performance Analytics, you will lead the Reservation and Customer Care (RCC) Analytics and Insights team that enables data-driven insights that support strategic business goals for the multi-billion dollar RCC organization while creating incremental value our guests. This role will build and lead a high performing team of analysts and will act as the translator between the business leaders and the team. This role is expected to leverage their industry and business expertise, technical fluency, and analytical skills to create insights, business narratives and recommendations from raw data and complex analytics for the business.
This role is part of the Global Insights, Analytics and Data (GIAD) team with high visibility and with critical exposure to commercial senior leadership.
Key Accountabilities
- Team Leadership: Lead, develop, and engage all direct reports through mentoring, coaching and thought leadership to ensure the organization has the talent necessary to achieve our business objectives
- Stakeholder Engagement: Partner and collaborate with business leaders to identify business challenges and make recommendations on priorities and actions that will deliver the highest impact and align with strategic corporate goals.
- Project Management: Manage analytics projects from conception to completion, ensuring timely delivery and high-quality outputs. Prioritize competing demands and allocate resources effectively.
- Analytics: Analyzes and creates a cohesive story using comprehensive analytic tools and strategies that allow senior leadership and operational teams to produce actionable results for the organization. Oversee the analysis of large datasets to derive meaningful insights and actionable recommendations. Utilize statistical and machine learning techniques to identify trends, patterns, and opportunities.
- Forecasting and Prediction: Create and maintain forecasts for various business areas, such as revenue, demand, or workload. Conduct scenario analysis to assess potential revenue impacts, create and execute long range contact center forecasts, identify key drivers and factors that influence forecasts. Develop and present forecasts to stakeholders, providing insights and recommendations.
- A/B Testing: Designs, implements, and analyzes A/B tests to determine the impact of changes on user behavior and key performance indicators and to use data-driven insights to improve guest and agent experience, increase conversion rates, and achieve business objectives.
- Business Acumen: Strong understanding of the business environment and industry trends. Contact center industry knowledge is a plus.
Key Skills & Experiences
- Bachelor’s degree in Data Analytics, Statistics, or similar quantitative field
- 5+ years’ work experience in analytics
- 3+ years of managing a team of analysts
- Experience presenting clear and actionable narratives to senior leaders
- Experience in business performance analysis, forecasting, A/B testing
- Proficiency in statistical analysis tools, data visualization tools, and database querying languages.
- Project management skills with the ability to handle multiple projects concurrently
