Contact Management Manager

Site: Coyoacan

Modality: Hibrido

Mon to Fri at 9:00 to 19:00 h

Overview

Responsible for identifying and proposing solutions for information and strategy's for current business needs, developing strategic plans for the growth of BI through Mex Country, Responsible for providing analytics and business intelligence in the database manage process and data process, overseeing enterprise scheduling and providing leadership for Contact Management and Data Strategy in multiple operational sites, on the regions under his scope., generating innovative high-level analysis of the company's key performance indicators alongside Data Management.

Key Responsibilities

· Generate business proposal of BI services

· Set clear expectations for performance thought establishment of goals for the Contact Management and Data Strategy Teams

· Create a high performing team thought regular coaching & development of the Contact Management and Data Strategy Regional Teams

· Align Business Intelligence Managers to comply with BEST Reporting Standard

· Provide experience in the subject for the key basic functions of Business Intelligence & MS SQL Querying

· Support with extended complex client or site escalations

· Advise Operations and Support Areas on the way in which BI plays a fundamental role in improving management and commercial optimization

· Establish strong relationships with the heads of Operational teams and corporate area heads trough continuous dialogue and support

· Present analytical data to top management team

· Ensure supported departments align with enterprise for Contact Management best practices and regional processes

· Support Business Development and Pricing teams in request of information for potential clients, such as occupancies, ramp up proposals, high-level analysis

· Exercise appropriate and proactive communication with Director Level Clients.

· Align BI technologies with strategic initiatives

· Oversee design and delivery of end-user training material with Business Intelligence Managers

· Internal manager talent development

· Represent Data Strategy and Contact Management as an Ambassador in Chief Executive forums

· Evaluate enterprise-staffing needs and weigh against effectiveness of available capacity within enterprise

· Ensure leadership team & Contact Management teams are aware of unmitigated capacity shortages that will put key performance indicators at risk

· Evaluate performance against the established plan on a monthly basis with Country

· Responsible of the secure management of the data bases in the entire Country

· Responsible for create process of data base management for all the campaigns in the entire Country

· Ensure works with the better strategies in order to increase the main KPIs related with the database and Data Strategy

Education and specific training

- Bachelor's Degree preferably in Computer Science, Management Information Systems or similar. Master's Degree a plus.

Work Experience

- 36 Month Call Center experience

- 24 Month Experience as Manager preferably Data Strategy or in an IT Branch.

- 24 Month leading Data Mining Teams & Extensive Data Base Management Knowledge

- 24 Months as a Project Manager in Business intelligence, data analytics or contact management preferred.

Technical skills

- Advance SQL (Procedures, T-SQL, functions, grouping by sets, variables, etc.)

- Advance Data Base Management Knowledge

- Microsoft SQL Server Management Studio

- Microsoft SQL Server Integration Services (SSIS)

- Microsoft Power BI

- Visual Basic and Macros desired.

- Python for data analysis and basic web development

- REST API Knowledge

- Knowledge of basic language oriented to objects preferred.

- Database knowledge.

- Lean Six Sigma Methodology

At Teleperformance México,?consistent with our diversity and inclusion policy, we guarantee that our Talent Attraction process is?free of discrimination?based on conditions such as biological sex, sexual orientation, gender identity and expression, ethnic origin, nationality, age, civil status, social condition, health status, religious beliefs, political doctrine, disability or any other protected by law, will not be an adverse reason to advance your career with us and if you decide to share this information it will be treated confidentially.

At Teleperformance?we celebrate and value diversity