Senior Operational Intelligence Lead (Workforce Management)

What You'll Do

Intelligence Strategy: Design and implement a real-time "Control Tower" model that centralizes decision-making for staffing, campaign pacing, and channel priority across global markets.

Advanced Analytics & BI: Lead the transition to a single source of truth by overseeing the development of automated Looker/Snowflake dashboards, eliminating manual data handling.

Strategic Dialer Oversight: Direct the dialer optimization strategy (Five9/Amazon Connect) to ensure lead segmentation and pacing logic are mathematically aligned with recovery targets.

High-Stakes Stakeholder Management: Translate complex operational data into executive-ready "Intelligence Briefs" for the Site Director and Global Heads to guide resource allocation.

Team Leadership & Development: Mentor a technical team of Real-Time Analysts and Performance Specialists, fostering skills in SQL, data visualization, and predictive modeling.

Cross-Functional Optimization: Partner with CCR Analytics and Product teams to identify structural performance gaps and implement cross-guild optimization projects.

What You'll Need

• Analytical Mastery: 7–10 years in WFM/Analytics with advanced SQL and BI tool expertise (Looker, Snowflake).

• Leadership: Proven experience managing cross-functional technical teams in a high-pressure environment.

• Strategic Thinking: Ability to align complex workforce data with bottom-line business outcomes.