Manager of Business Operations Analytics and Reporting in Colorado Springs, CO at WOW!

Date Posted: 1/18/2022

Job Snapshot

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Job Description

The Manager of Business Operations Analytics and Reporting is responsible for operational reporting and analytics for various groups within WOW! and will lead a team of data, reporting, and business analysts.

What you'll do:

  • Oversees the Reporting & Analytics teams by ensuring the accuracy of all operational statistics, analytics, and summary staffing reporting 

  • Works in strategic partnership with senior leadership to ensure contact center scorecards, dashboards, operational reporting, and analytics are aligned with the business unit and company goals 

  • Leads all contact center analytics operations, development, and implementation strategies for effective data analysis and reporting

  • Manages data visualization dashboard creation as needed to support the customer base

  • Responsible for accuracy of all operational statistics, analytics, and summary staffing reporting 

  • Prepare annual, monthly, and quarterly reporting for WOW's multiple contact centers and external outsource centers 

  • Leads the curation, creation, and maintenance methods for extracting and preparing data for analysis across multiple platforms (Database Connections using SQL, cloud data warehouse, spreadsheets, and data visualization software)

  • Ensures the data quality analysis and verifies the accuracy of reporting by working with the teams & groups which produce and consume the data

What we're looking for:


  • Bachelor’s degree in a quantitative or relevant field of study; or an equivalent combination of both education and experience required

  • Six Sigma or similar data or analytics certification preferred


  • 5+ years experience in a contact center operations or analytics role required, data analytics preferred

  • 3 years previous leadership experience required, 5 years leadership preferred

  • Demonstrates effective ability to lead a team and delegate tasks, relationship building and ability to interact with all levels of employees, problem-solving, negotiating, goal setting, and Contact Center/Service Level analytics

  • Demonstrates exceptional critical thinking and analytical skills with exceptional knowledge of relational databases and unstructured data environments

  • Direct supervisory responsibility and the ability to delegate tasks to the Data, Reporting, and Business Analysts with effective interaction at all levels of employees in a contact center environment is required, including the ability to influence and lead 

  • Must be very detail orientated and able to multitask efficiently  

  • Must possess the ability to work independently, and adapt work schedule to the needs of the department  

  • Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively 

  • Must be able to perform advanced mathematical functions, and translate those functions into appropriate calculations for use in reporting  

  • Must possess the ability to analyze advanced problems and reach the appropriate resolution 

  • Must have proven leadership skills and experience in managing a team of employees   

  • Ability to produce statistical models for analysis

Computer Skills:

  • Required technical programming experience in the following: Advanced SQL, SSMS, Access, Excel, Pivot, Contact Center Metrics, and Forecasting 

  • Preferred technical programming experience in programming in the following: Python/R, XML, C++, Business Objects, Web Services, ASP, Avaya/InContact CMS, HTML, Jasper, Visual Studio, Java, Oracle

  • Advanced experience utilizing data visualization software required, Tableau or Power BI preferably

  • Software design, software documentation, software development, software requirements, a plus

  • Must possess excellent computer skills, with proven ability to learn new applications while displaying a high level of proficiency in Google Suite and Microsoft Office (Word, Excel, PowerPoint, and Access) is required with an emphasis on advanced Excel skills 

  • Prior working knowledge of SharePoint, Tableau, ACD Systems, Contact Center Metrics, Data Warehousing in Redshift/Snowflake and SSRS preferred

  • Knowledge in Dashboarding Statistical Analysis and Visual Studio preferred

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to perform computer functions and operate routine office equipment  

  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork 

  • Required to use close vision and be able to focus  

  • Occasional travel may be required; to field or outsourced center locations 

The minimum base pay salary for this position is $95,000. Salary may be negotiable based on experience. The minimum salary does not include any other pay elements in which this position may be eligible.

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran