Senior Manager - Business Analytics & ReportingPartnerHero

Company Overview
PartnerHero is a company that is changing the BPO industry. We build custom Customer Experience programs for some of Silicon Valley's most exciting startups with associates all over the world (Brazil, Germany, Honduras, the Philippines, Romania, the USA, and more). About The Role
Our business is built on supporting our partners (the businesses that have outsourced their operations to us), by building and managing remote teams on their behalf. As the leader of the Business Analytics & Reporting organization, you will be responsible for leading a small but growing team of business analysts, all working together to help us improve our various partner programs, and deliver more value to them.
Specifically, your team will be building the reports that measure the success of the remote Customer Service teams we build for our partners - looking at KPIs such as agent productivity, response time, handle time, customer satisfaction, QA scores, occupancy rates, and more.
Each partner program has a set of operational goals, tied to productivity and quality. Each partner program has its own unique forecasting challenges, whereby it may be difficult to anticipate the appropriate staffing levels required in order to optimize for both performance and profitability. Your primary responsibilities are to:
Develop a data-driven culture throughout the company
Develop standardized models, methods and tooling for the BA&R organization
Design and implement the solutions required so that each partner program and business function can perform at an optimal level, and
Develop and grow your team, so they can contribute more value as we continue to grow
Key Responsibilities
Identify trends and distill insights from our outsourcing programs that contribute to delivering positive outcomes for our partners
Build dynamic and automated dashboards that surface insights and opportunities for improving our business
Uncover ways to measure, monitor, and ultimately improve quality across our organization
Provide clear and consistent recommendations, translating complex analyses into simple language, to the broader organization
Work closely with cross-functional teams including Partner Operations, Business Development, Engineering and Finance to translate requirements into technical specifications
Provides guidance and thought partnership to business leaders and stakeholders on how best to harness available data in support of critical business needs and goals
Provides to business stakeholders the entrepreneurial guidance essential for appropriately interpreting and building on findings, and fully exploiting the insights revealed through the research
Qualifications
5+ years of work experience in an analytics role
3+ years of experience with data visualization
3+ years of experience managing team members
Experience in statistical modeling and operations research
Strong interest or previous experience in working with operations data
Strong SQL, Excel/Sheets, communication and presentation skills
Ability to distill data into key insights and metrics that tell a story
True curiosity and a desire to fully dissect a challenge
Ability to work cross-functionally with multiple stakeholders and manage responsibilities
Experience handling large scale structured/unstructured data
An identification with PartnerHero's Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust
BONUS: Experience working at a consulting, technology, or BPO firm.
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