Associate, Account Management

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Summary

The Associate, Account Management oversees a team of analytic staff, developing the analytic strategy in support of call center performance improvement initiatives. This position oversees a team that assesses processes having a negative impact on customer satisfaction scores and other key metrics and oversees the design and implementation of initiatives to improve those scores.Description

Essential Functions/Core Responsibilities

• Oversees the implementation of analytic and process improvement activities for smaller accounts and/or lines of business within a larger, more complex account in conjunction with business unit and support groups

• Leads a team of Associate Analysts, Analysts, or Sr. Analysts to deliver high quality analysis and clear recommendations that create value for clients. Oversees the delivery of consultative recommendations to clients, drawing from information captured from the team and leveraging prior experience

• Ensures consistency of approach, quality of insight and accuracy of delivery across programs

• Oversees descriptive and statistical analysis, qualitative process documentation via interviews, focus groups, and side by side or remote observations, recommendation development and initiative measurement

• Provides technical guidance, answering questions, strategizing analytical framework and work plan development, checking and validating results and findings, etc.

• Communicates results of detailed data analysis in way that ties to business impacts and is compelling to stakeholders and clients

• Co-leads internal and external client presentations of key insights, gap assessments, solution recommendations, and initiative success measurement

• Establishes metrics to be used for performance monitoring and reporting; directs the measurement of initiatives

• Builds relationships with peers in Operations and support groups to understand current operational processes and identify possible gaps that may be contributing to lower key metric results

• Ensures that standards are incorporated into the project and to process improvement efforts

• Demonstrates an understanding of internal profitability drivers and is accountable for actual hours versus budget for self and team

• Assists in carrying out departmental goals and objectives

Candidate Profile

• Bachelor's degree in related field from a four-year college or university with four to six years of relevant experience (with at least one year of Progressive Management Experience) preferred

• One or more year(s) call center experience or equivalent working knowledge of call centers preferred

• Six Sigma Green or Black Belt certification preferred

• Ability to handle confidential information with discretion and tact

• Proven experience with data analysis, linkage of multiple data sets and development of keen business insights rooted in an analytic approach

• Passionate about producing high quality analytics deliverables and communicating results to a broad audience

• Intellectual curiosity with a desire for continuous testing and actionable change

• Ability to apply quantitative and/or qualitative research and data analysis techniques to improve operational processes

• Possess skills to motivate teams and operate effectively in a fast paced, high energy environment

• Possess skills to guide individuals toward goal achievement using negotiation and teamwork/collaboration

• Possess skills to guide individuals toward goal achievement using negotiation and teamwork/collaboration

• Strong ability to coach, develop action plans which maximize performance and provide effective feedback

• Strong communication skills, both written and verbal

• Desire to work in demanding project environments where deadlines must be met

• Ability to adapt quickly to project/team scope changes

• Experience with statistical concepts and applications

• Proficient in Microsoft Office

Career Level Description

Receives assignments as objectives with goals and processes in which to meet the goals.  Interacts with Team Managers/Leaders/Supervisors and team members, other functional areas, management, and outside vendors to complete objectives.  Set priorities for Team Managers/Leaders/Supervisors and team members , and coordinates and supervises the daily activities.  In charge of handling large and / or multiple lines of business .  Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.  Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager and/or director.  Depending on the size of the program may act as an Operations Manager.

*Disclaimer*

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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