Operational Analytics Lead in Sofia, Sofia, Bulgaria

Sutherland Global Services

Job Description


Job summary:


The Operational Analytics Lead in the Service Excellence function is the primary analytics partner in Bulgaria for Service Delivery leaders and enabling function leaders for data-driven use cases site/service performance management frameworks, service improvement projects, cost containment and revenue maximization initiatives, digital enablement efforts, statistical process control, and decision analytics.

Duties and Responsibilities:


•Support various Service Excellence projects, (pre-implementation, and post implementation) with inputs collection, data modelling, analytics and related research work. The role is expected to work with / on various client programs, enabling functions, focus groups, or industry verticals.
•Implement a CUIKA model monitor timely and compliant Collection of data from stakeholders; check if data is Usable; check for data Integrity; ensure data is Known and understood by stakeholders; ensure data and reports/dashboards are Accessible by stakeholders.
•Understand various operational and client-facing reports and extract valuable information; apply analytical techniques to provide meaningful information and actionable insights from diverse data sources.
•Implement data management routines that have a positive impact on the organization - including but not limited to:

Implementation of data collection automation, data validation, data modelling projects, process control/analytics tools, etc.
Tracking of service delivery performance metric optimization & financial benefits realization•Solve business problems through innovative & sustainable solutions
•Identify reporting & analytics process gaps & automation opportunities
•Drive effective change management for a stable & consistent delivery of Sutherland internal reporting and analytics services
•Identify and/or support implementation of digitalization and automation opportunities, quantify expected gains and measure actual outcomes
•Take part in development and implementation of operations reporting and performance management frameworks
•Identify, develop, share and support implementation of good practices in the area of operational analytics



Qualifications

Our most successful candidates will have:


Experience:


•7+ years of related experience in BPO, ITO, or shared business services with a mix of growing responsibilities in service delivery and process analysis, BI & Analytics, budgeting/forecasting, cost/management accounting, process improvement
•Business process knowledge and experience with usage of relevant technology platforms and line-of-business applications including but not limited to CTI, CRM, ITSM, Knowledge/Learning Management, Business Intelligence & Analytics, Document Management, Workforce Management, Process Automation
•Experience in business process analysis and reengineering
•Hands-on knowledge of contact center and shared service center business process management frameworks
•Working knowledge of IT Service Management standards/frameworks
•Hands-on knowledge of BPO/ITO/SSC performance management practices
•Business Intelligence and Analytics project contributor experience in complex cross-functional and global implementations


Skills:

• Proficient business English communication skills (CEFR level C2)
• Excellent facilitation and organizational skills
• Superior interpersonal and presentation skills
• Proficient user of Microsoft Office Excel, PowerPoint, Word, Visio, Project
• Proficient in report development and/or business analysis utilizing a contemporary BI & Analytics front end such as (but not limited to) Power BI, Tableau, Qlik Sense, Domo, etc.
• Knowledgeable about principles of data modelling, ETL techniques and data warehousing
• Ability to design and validate implementation by technical teams of complex data models
• Ability to design simple data models and implement automation using VBA
• Minitab (or other) statistical data analytics & process control application knowledge is an advantage


Education:


• Bachelors degree in a relevant Business or Information Technology discipline, or an equivalent combination of professional experience


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