7 часов назад
Senior Operational Intelligence Lead (Workforce Management)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Senior Operational Intelligence Lead (Workforce Management) (SQL/BI): Building a real-time Control Tower for Customer Care and Recoveries to automate staffing, campaign pacing, channel prioritization, and performance optimization with an accent on Looker/Snowflake analytics and strategic dialer oversight. Focus on designing mathematically aligned lead segmentation and pacing logic, translating operational data into executive intelligence briefs, and leading technical analysts and performance specialists.
Location: Philippines; hybrid workplace
Company
is the hiring company for this full-time role in Collections and Servicing – Customer Shared Services.
What you will do
- Design and implement a real-time Operational Intelligence “Control Tower” for staffing, campaign pacing, and channel prioritization across global markets.
- Lead the development of automated Looker and Snowflake dashboards as a single source of truth.
- Direct Five9 and Amazon Connect dialer optimization, including lead segmentation and pacing logic aligned with recovery targets.
- Translate operational data into executive-ready intelligence briefs for the Site Director and Global Heads.
- Mentor Real-Time Analysts and Performance Specialists in SQL, data visualization, and predictive modeling.
- Partner with CCR Analytics and Product teams on structural performance gaps and cross-functional optimization projects.
Requirements
- 7–10 years of experience in workforce management or analytics.
- Advanced SQL and business intelligence expertise, including Looker and Snowflake.
- Proven experience managing cross-functional technical teams in a high-pressure environment.
- Ability to connect complex workforce data with bottom-line business outcomes.
Culture & Benefits
- Hybrid work arrangement in the Philippines.
- Full-time employment.
- Work focused on real-time decision-making and performance optimization across Customer Care and Recoveries.
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