Senior Manager, Analytics and Client Insights H/F

Reférence: 
1625
Contrat: 
CDI
Localisation: 
Paris

Profil

Qualifications

Education:

Bachelor´s degree or a combination of equivalent level of experience and education

 

Experience Target:

5 years of Quality Assurance Experience 5 years of Analysis /Reporting Experience 5 years of Management / Supervisory Experience 5 years of Business Sales 3-5 Years dealing with Director to C-Level staff

 

Skills:

Knowledge of Artificial Intelligence and Speech Analytics technologies

 

Knowledge/Abilities:

  • A track record of developing the skills and trajectories of talented and motivated people.
  • Project management experience desired for working on cross-functional projects
  • Knowledge of professional software engineering practices & best practices for the full modeling life cycle, including code reviews, source control management, build processes, testing, and operations.
  • Ability to rapidly prototype and evaluate customer applications and interaction methodologies.
  • Excellent written and verbal technical communication. Able to explain complex solutions in easy-to-understand terms.
  • Track record of diving into data to discover hidden patterns and of conducting error/deviation analysis
  • Ability to develop experimental and analytic plans for data modeling processes, use of strong baselines, ability to accurately determine cause and effect relations
  • Comfortable working in a fast paced, highly collaborative, dynamic work environment
  • Ability to think creatively and solve
  • Self-motivated, results-driven, able to work with minimum supervision and maintain confidentiality.
  • Strong communication skills with track record of applying rapidly changing technology to complex business needs.
  • Experience working with call center quality programs and providing multiple avenues for implementation and communication strategies.
  • Ability to execute on initiatives in a dynamic and fast paced environment.
  • Ability to use and possesses advanced knowledge of personal computer and software applications such as the Microsoft suite of applications (Word, Excel, Project, Visio, Power Point).

 

Special Certifications (not required but preferred):

Six Sigma knowledge, Certification preferred

 

Travel Required:

Will require travel – Some international- up to 50%

Languages:

French fluent mandatory and English at least level C1, and an other language (Spanish, German) would be appreciated.

 

Experience Target:

5 years of Quality Assurance Experience 5 years of Analysis /Reporting Experience 5 years of Management / Supervisory Experience 5 years of Business Sales 3-5 Years dealing with Director to C-Level staff

 

Skills:

Knowledge of Artificial Intelligence and Speech Analytics technologies

 

Knowledge/Abilities:

  • A track record of developing the skills and trajectories of talented and motivated people.
  • Project management experience desired for working on cross-functional projects
  • Knowledge of professional software engineering practices & best practices for the full modeling life cycle, including code reviews, source control management, build processes, testing, and operations.
  • Ability to rapidly prototype and evaluate customer applications and interaction methodologies.
  • Excellent written and verbal technical communication. Able to explain complex solutions in easy-to-understand terms.
  • Track record of diving into data to discover hidden patterns and of conducting error/deviation analysis
  • Ability to develop experimental and analytic plans for data modeling processes, use of strong baselines, ability to accurately determine cause and effect relations
  • Comfortable working in a fast paced, highly collaborative, dynamic work environment
  • Ability to think creatively and solve
  • Self-motivated, results-driven, able to work with minimum supervision and maintain confidentiality.
  • Strong communication skills with track record of applying rapidly changing technology to complex business needs.
  • Experience working with call center quality programs and providing multiple avenues for implementation and communication strategies.
  • Ability to execute on initiatives in a dynamic and fast paced environment.
  • Ability to use and possesses advanced knowledge of personal computer and software applications such as the Microsoft suite of applications (Word, Excel, Project, Visio, Power Point).

 

Special Certifications (not required but preferred):

Six Sigma knowledge, Certification preferred

 

Travel Required:

Will require travel – Some international- up to 50%

Languages:

French fluent mandatory and English at least level C1, and an other language (Spanish, German) would be appreciated.

Missions

Responsibilities

 

The foundation of our ideal candidate is their ability to work with data, to measure impact and judge accuracy, to respond quickly while keeping the long-term vision in mind, and to grow and develop the talent on our teams. We are looking for a leader with the ability to guide teams through decisions regarding modeling and data and their impact on improving the customer experience and end user behaviors. You will be asked to think both strategically and tactically. This role requires a thought leader able to see beyond what we are doing today and identify where we will need to be in the future, and get us there through concrete practical steps. You will ideally have a broad range of skills from statistical machine learning to data management to analytics and data science. You will be experienced in deploying models in a large-scale production setting and be able to coach the team on various challenges and trade-offs in producing models able to perform consistently well across messy real-world data. You will help the team to evaluate their deliverables and processes and understand the success metrics for their work. You will also be effective at partnering with teams across the organization to piece together data, models, and infrastructure into a cohesive end-to-end solution. Your teams will be filled with talented people requiring management skills that enable them to thrive. A successful candidate will have an established background in developing customer-facing experiences, a strong technical ability, excellent project management skills, great communication skills, and a motivation to achieve results in a fast-paced environment.

 

Management Responsibilities :

 

  • Manages a team of 7 to 10 employees with 20-30 indirect team members. Responsible for the direction, coordination, and evaluations team members. Carries out management responsibilities in accordance with the organization's policies and applicable laws.
  • Responsibilities include the assistance in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
  • Developing tactical approach for implementing programs, providing ROI to clients and driving iteration process.

 

Other Responsibilities include :

 

  • Analyze KPIs within the analytics environments looking for areas of consistent high performance, as well as areas of operational improvements. Look for trends in the data, and isolate patterns by region, site, product, queue, etc.
  • Determine opportunities to gain efficiencies in current quality assurance program and/or analytics program through the KPIs and data available in the speech analytics tool. Recommend logical next steps to improve our processes to close any gaps or areas of concern.
  • Establish a set of executive level reports / dashboards to bring forward the most relevant data. Present data in a clear and consistent manner to easily display trends. Develop a dashboard that includes trending information and present your conclusions on the data along with recommendations
  • Support business objectives and goals by identifying methods to utilize the tool more efficiently.
  • Proactively identify opportunities to optimize operation.
  • Manage multiple requests for cross functional project teams, set timelines, follow-up actions and communicate results.
  • Participate in process improvement activities to meet evolving analytics requirements.