- Leads a team of data analysts to support the operations and customer care teams.
- Implements data driven metrics and KPIs to track progress and performance to meet objectives.
- Assists with budget forecasting and planning to achieve financial objectives.
- Works with team members to implement performance standards for department employees.
- Partners with management to conduct root-cause analyses.
- Recommends internal and external staffing levels based on data analysis and performance.
- Communicates and explains metric and KPI objectives to managers.
- Collaborates with IT and operations team members on automation projects to evaluate impact of proposed changes.
- Recommends operational changes to management teams in pursuit of continuous process improvement.
- Motivates employees by communicating clear individual and team goals and objectives in pursuit of operational excellence.
- Measures individual and team performance; holds employees accountable for performance objectives.
- Other duties as required by the business teams that help achieve overall process efficiency and financial goals of the company.
- Bachelor's degree or 10+ years of related work experience; telecommunications experience preferred, including at least 5 years managerial experience.
- Experience developing, analyzing and managing KPI's for operating teams.
- Excellent verbal and written communication and interpersonal skills.
- Proficient in Microsoft Office Suite, Data Reporting platforms such as Tableau, Power BI and others
- Excellent organizational skills and attention to detail.
- Excellent analytical, decision making, and problem-solving skills.
- Experience with a data warehouse and billing systems in addition to applications such as Pega, Oracle OFSC, Peoplesoft, etc.
- 401(k) matching
- Medical, Rx, Dental and Vision insurance
- Disability insurance
- Flexible spending account
- Health savings account
- Life insurance
- Tuition reimbursement
- Paid vacation and personal days
- Paid holidays
- Employee Assistance Program
- Annual bonus program to eligible employee's based upon organization performance
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Sr. Director, Head of Operations Intelligence - Mattoon, United States - Consolidated Communications
Description
Major DutiesClassification: Exempt / Non-Bargaining
Position may be located remote. #LI-Remote
Join a team that offers growth potential, competitive compensation, an excellent benefits package and the opportunity to make a significant impact on the lives of customers and communities. Consolidated Communications is a best-in-class, top 10 U.S. fiber provider that delivers reliable fiber communications solutions to consumers and businesses. We are committed to providing meaningful work in a positive environment while connecting people and enriching how they work and live. At Consolidated, our employees make the difference. We welcome and value individuals from different cultures, with diverse life and work experiences and educational backgrounds.
Senior Director and Head of Operations Intelligence oversees the development and analysis of operational and financial metrics and Key Performance Indicators (KPIs) for the field & network operations teams and customer care teams.
Responsibilities
Responsible for development, delivery and analysis of operations and customer care metrics and KPIs across various employee groups. Oversees the distribution and management of metrics and KPI reporting. Works directly with field, central office and customer care operations managers to maximize efficiencies of operations and care teams. Conducts in-depth financial and operational analyses for operations and care teams. Provides financial modeling for improvement initiatives.
Collaborates cross functionally with our network operations center, construction, field & central office operations, customer care, IT, FP&A, accounting and other departments to lead the development and analysis of process improvements, system enhancements and employee performance to increase efficiency of the workforce and ensure timely installation and repair services for customers.
Qualifications
Physical Requirements:
Physical demands are minimal and generally consistent with the performance of routine office duties. Majority of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Lifting, generally less than 20 pounds occasionally required for transporting boxes, materials and office supplies. Must be able to communicate effectively to perform job tasks.
Benefits Offered
We are proud to offer a comprehensive and competitive benefits package:
Salary
Pay range (commensurate with skills and experience): $111,910 - $169,464
Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.
Consolidated Communications Enterprise Services, Inc. is an AA/EEO/Veterans/Disabled Employer.
