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Senior Strategy & Analytics Advisor
Location
United States
Posted
13 days ago
Salary
Not specified
No structured requirement data.
Job Description
Role Description
This role provides a high-impact opportunity to drive strategic decisions and operational excellence within customer and client experience operations. You will lead analytical projects that optimize contact center performance, workforce planning, and predictive modeling across multiple channels, including calls, chats, and cases. Acting as a thought partner to senior leadership, you will translate complex data into actionable insights and compelling business cases. The role offers exposure to advanced analytics, AI/ML integration, and operational strategy, empowering you to influence business priorities and drive measurable improvements in customer and associate experiences. Operating in a collaborative and fast-paced environment, your work will shape the future of forecasting, resource allocation, and process efficiency at scale. Success in this role combines technical rigor, strategic thinking, and strong communication to deliver transformative results.
- Lead strategic analytics projects that inform business decisions, operational priorities, and process improvements within the contact center.
- Develop highly accurate and explainable predictive models to forecast workload demand across calls, chats, and cases.
- Conduct variance analyses and provide playbooks to quickly identify drivers and solutions for operational discrepancies.
- Partner with cross-functional teams to enhance data ecosystems and advance AI/ML capabilities in workforce management.
- Translate complex analytics into executive-ready presentations and business cases, influencing leadership decisions.
- Collaborate with Operations, Product, Tech, and Finance teams to identify opportunities, define requirements, and implement solutions.
Qualifications
- Bachelor’s degree in Mathematics, Economics, Statistics, Engineering, Business, or a related field; MBA or advanced degree preferred.
- 5+ years of analytics or management consulting experience; 8+ years preferred for senior expertise.
- Proficiency in analytics-focused coding languages such as SQL, Python, or R, with hands-on experience building predictive and optimization models.
- Strong business judgment, problem-solving, and the ability to structure complex projects independently.
- Excellent communication and presentation skills, with experience influencing executive leadership and cross-functional stakeholders.
- Familiarity with contact center operations, workforce management, and customer experience metrics is highly desirable.
- Experience in healthcare, Operations, or Customer Experience preferred but not required.
Requirements
- Bachelor’s degree in Mathematics, Economics, Statistics, Engineering, Business, or a related field; MBA or advanced degree preferred.
- 5+ years of analytics or management consulting experience; 8+ years preferred for senior expertise.
- Proficiency in analytics-focused coding languages such as SQL, Python, or R, with hands-on experience building predictive and optimization models.
- Strong business judgment, problem-solving, and the ability to structure complex projects independently.
- Excellent communication and presentation skills, with experience influencing executive leadership and cross-functional stakeholders.
- Familiarity with contact center operations, workforce management, and customer experience metrics is highly desirable.
- Experience in healthcare, Operations, or Customer Experience preferred but not required.
Benefits
- Competitive annual salary range of $112,800 – $188,000, with eligibility for an annual bonus plan.
- Comprehensive health, vision, dental, and behavioral health programs.
- 401(k) plan with company match and life insurance coverage.
- Paid time off including a minimum of 18 vacation days and paid holidays.
- Tuition reimbursement and professional development opportunities.
- Flexible remote work options, with partial onsite requirements for certain locations.
- Supportive programs for work-life balance, including well-being initiatives.
Job Requirements
- Bachelor’s degree in Mathematics, Economics, Statistics, Engineering, Business, or a related field; MBA or advanced degree preferred.
- 5+ years of analytics or management consulting experience; 8+ years preferred for senior expertise.
- Proficiency in analytics-focused coding languages such as SQL, Python, or R, with hands-on experience building predictive and optimization models.
- Strong business judgment, problem-solving, and the ability to structure complex projects independently.
- Excellent communication and presentation skills, with experience influencing executive leadership and cross-functional stakeholders.
- Familiarity with contact center operations, workforce management, and customer experience metrics is highly desirable.
- Experience in healthcare, Operations, or Customer Experience preferred but not required.
Benefits
- Competitive annual salary range of $112,800 – $188,000, with eligibility for an annual bonus plan.
- Comprehensive health, vision, dental, and behavioral health programs.
- 401(k) plan with company match and life insurance coverage.
- Paid time off including a minimum of 18 vacation days and paid holidays.
- Tuition reimbursement and professional development opportunities.
- Flexible remote work options, with partial onsite requirements for certain locations.
- Supportive programs for work-life balance, including well-being initiatives.
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