Detalle de la Oferta

Descripción de la Oferta

Job Description

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Manager, CX Advisory & Analytics

Role Overview

About VXI

VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most-respected brands.

VXI is one of the fastest growing, privately-held business services organizations in the United States and the Philippines, and one of the few US-based customer-care organizations in China.

VXI is also backed by private equity investor Bain Capital. Our initial partnership ran from 2012 to 2016 and was the beginning of prosperous times for the company. During this period, not only did VXI expand our footprint in the US and Philippines, but we also gained ground in the Chinese and Central American markets. We also acquired Symbio, expanding our global services offering and enhancing our competitive position.

In 2022, Bain Capital re-invested in the organization after completing a buy-out from another private equity firm. This is a rare occurrence in the private equity space and shows the level of performance VXI delivers for our clients, employees, and to shareholders.

For more information about VXI, visit: www.vxi.com

For more information about our partnership with Bain, please visit:

About the Opportunity

The Manager, CX Advisory and Analytics (IC) will be responsible for building and designing reporting dashboards, performing advanced analysis, managing projects, conducting root cause analysis, evaluating calls, scrubbing data, managing stakeholders, mining insights and storytelling, improving processes, and mentoring analytics specialists.

Responsibilities

- Reviews operational metric results and customer satisfaction results on daily/weekly/monthly basis to identify trends in performance
- Utilizes tools such as Excel, Power BI, Tableau or other tools to analyze qualitative and quantitative data
- Interprets the data to tell a story that answers business questions; looks for the so-what behind the numbers
- Design and build business intelligence dashboards
- Effectively communicate analysis in a way that business stakeholders understand
- Proactively identifies performance gaps and analytic focus and manages deliverable schedules; meets delivery timelines
- Coordinates data collection, cleansing, and merging of data from separate streams
- Builds relationships with key stakeholders in Operations, quality, training, in order to understand processes and identify gaps that may be contributing to lower key metric results
- Facilitates and conducts root cause exercises, such as, but not limited to: slicing of data, transcript reviews, verbatim analysis, round tables, and process documentation
- Aids in developing, execution, and measuring operational changes that are expected to improve results
- Presents key insights, solution recommendations, business cases and action plans to internal/external stakeholders
- Consistently provides updates and progress of action plans and activities
- Mentorship of analytics specialists

Experience and Skills

- Bachelor's degree in related field with two-three years related experience
- Strong problem-solving skills
- Project Management skills
- Works well with minimal supervision yet uses appropriate resources
- Good written and oral communication skills
- Ability to communicate with all levels of management
- Ability to travel periodically
- Experience with contact centers and customer satisfaction
- Experience with statistical concepts and applications;