Lead Business Strategy Analyst - P&C Contact Center Workforce Analytics
$127,310–$243,340 year
HybridPhoenix, Arizona, United States or Tampa, Florida, United States
Job Summary
Lead capacity planning and workforce optimization activities for the Retail Storefront Support Team, managing capacity levers, operational performance, and financial resources. Translate business insights into actionable strategies by partnering across teams to analyze performance data, identify trends, and recommend solutions that improve customer experience, retention, productivity, and growth outcomes. Oversee efforts to identify key business assumptions and hypotheses, develop analytical frameworks to answer business questions, and collaborate with stakeholders to evaluate complex strategic insights related to Profit & Loss performance. Serve as a team lead providing guidance and on-the-job training to members while ensuring risks are effectively identified and controlled. Requires 8+ years of data and/or analytics experience, with a 4-day in-office schedule based in San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, Tampa, FL, or Chesapeake, VA.
Required Qualifications
- Bachelor's degree in Business, Science, Finance, Economics or related field
- 4 years of relevant education and/or experience
- 8 years of data and/or analytics or strategy consulting experience
- Advanced Degree in Business, Science, Finance, Economics or related discipline and 6 years of experience in data and/or analytics or strategy consulting
- Experience managing capacity-related management routines
- monitoring and optimizing customer retention, growth, service experience
- driving data-informed decision-making
- Exceptional analytics and problem-solving ability
- Experience developing materials and presenting and explaining complex information in a simple and user-friendly way
- Strong analytical skills
- cross-functional collaboration
- operational planning expertise
- ability to connect performance insights to strategic workforce and business outcomes
- Extensive experience in workforce planning and analytics
- complex predictive modeling and forecasting
- statistical methods
- business consulting
- project management
- audit
- operational analysis
- ability to translate complex data into compelling financial narratives
- inform strategic decision-making
- quantify business impact
- drive sustainable organizational performance
- Lead Business Strategy Analyst for P&C Contact Center Workforce Analytics
- Lead capacity planning and workforce optimization activities for the Retail Storefront Support Team
- ensure effective management of capacity levers, operational performance, and financial resources
- translate business insights into actionable strategies
- partnering across teams to analyze performance data
- identify trends
- recommend solutions that improve customer experience, retention, productivity, and growth outcomes
- strong analytical skills
- cross-functional collaboration
- operational planning expertise
- ability to connect performance insights to strategic workforce and business outcomes
- compelling, data-driven storytelling
- inform executive decision-making
- drive organizational performance
- Lead discussions with key stakeholders to communicate information learned from analyses
- provide input into line of business strategy development
- drive and influence business decisions
- Lead integration of the analytic strategy and business strategy
- Oversee efforts to identify key business assumptions and hypotheses around line of business strategy
- Continuously refine hypotheses and identify business questions to explore further
- Develops the analytical framework and blueprint to answer business questions identified in the business portfolio, product, or member experience
- provide support to lower levels towards this effort
- Collaborates with key stakeholders to evaluate and uncover complex or critical strategic insights related to Profit & Loss performance including Product Strategy, Pricing, Marketing, Sales, Credit Risk, Distribution Channels, and Member Experience
- Applies expert analytical rigor to define outcome measures
- improve prioritization
- increase agility in decisioning
- improve ability to evaluate progress towards business outcomes
- evaluate risks to strategic goals
- Effectively influences and drives strategic agreement utilizing subject matter expertise and interpersonal and negotiation skills
- Serves as a team lead
- provides guidance and on-the-job training to team members
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
- in the office 4 days per week
- based in San Antonio, TX, Phoenix, AZ, Colorado Springs, CO, or Tampa, FL, Chesapeake, VA
- US military experience gained through military service or gained as a military spouse / domestic partner
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.