Description
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Main responsibilities
Under the supervision of the Senior Manager, GI Journey and Distribution Insights, the manager will be involved in the following key activities:
Lead and develop analytics team capabilitiesBuild and guide a team of data analysts focused on data, advanced analytics, and explainability of results to support GIAC insights.Analyze call center performanceIdentify relationships between customer interactions and transactions (conversion, digital deflection, multi-call journeys)Enhance explainability of resultsConnect transactional and behavioral data to support decisions (staffing, channel strategy, customer experience)Develop advanced forecasting capabilitiesBuild and maintain models to predict call volumes and Average Handling Time (AHT), with a focus on long-term forecastingTrack and communicate key performance indicators (KPIs)Call volumes (receive...