20 days old

Dir, Analytics - Call/Contact Center (OH, NC, NJ, NY, OK, RI)

Dayton, OH
**Job Location:** (Dayton, OH - Charlotte, NC Bridgewater, NJ New York, NY Oriskany, NY Warwick, RI Tulsa, OK)

**Role Value Proposition:**

The **Enabling Services** is part of the Customer Solutions Center (CSC) which provides Sales and Customer Service support of key insurance and protection products within the Americas business. More than 2,500 employees in nearly a dozen contact centers sell MetLife products and answer questions for customers across product lines, including Auto & Home, Dental, and Life

The **Director, Analytics Enabling Services (CSC)** will have an opportunity to build and lead a Data & Analytics team that plays a pivotal role supporting the needs of MetLifes CSC organization. You will be responsible for the creation and alignment of the strategic vision, planning, development and deployment of an organization that provides analytics services across our contact center and online environments. Reporting to the VP Enabling Services, the Director of Analytics will work closely with internal stakeholders to identify and leverage opportunities to promote the strategic use of information generated through traditional contact center and online systems, unlocking the power of business analytics to drive improvements at MetLife.

**Key Responsibilities:**

+ Build a multidisciplinary team to create and maintain CSC data and analytics, supported by standards, documentation and governance processes

+ Work collaboratively with CSC and business units to assess analytics needs and solutions, and implementing a strategy for continuous improvement in leveraging historical data to enable both team delivered and self-service analytics

+ Oversee the development and deployment of an Analytics strategic roadmap to define short-term and long-term paths for people, process, data, technology and culture from current state to future state

+ Enhance data management practices to support a variety of analytical development and deployment strategies.

+ Improve data governance model to help manage information as an asset across the organization

+ Manage the data model, data architecture, design & development, and partnering with IT to ensure SLAs for availability, upgrades, maintenance, performance and security of the environments

+ Driven by CSC strategic objectives and goals, managing staff within the department by providing developmental opportunities and performance feedback

+ Provide analytics and updates to senior leadership

+ Develop and deploy an intake processes to structure new analytics requests and workflow to support migrating from traditional data pull requests to problem statement approach

**Essential Business Experience and Technical Skills:**

+ High School Diploma/GED (Required)

+ Bachelor's in Computer Information Systems / Computer Science, Information Systems, or other related field (Preferred) Master's Degree highly desired

+ 10+ years of business work experience (Call Contact Center Operations), with at least 5 years of leadership experience in managing technical teams and projects, influencing key operations stakeholders, including senior level management

+ 5+ years progressive experience managing robust business intelligence, decision support, and analytical toolsets such as SAS, Cognos, Qlikview, Oracle OBEII, Tableau

+ Experience in working with data sets related to Online, Customer Care and Sales within Contact Center Operations; ACDs (Avaya and Cisco), WFM Systems (Aspect eWFM, IEX Totalview, Verint, etc), and IVRs (Preferred)

+ Demonstrated in-depth experience with relational DB systems

+ Advanced technical understanding of tools and products used in business intelligence development; e.g. Teradata, SQL Server, Oracle, and ETL tools for large data volumes

+ Demonstrated accomplishments leading shared service teams

+ Broad knowledge of inbound contact center and online environments.

+ Hands-on leader that effectively supports team, while contributes to meet project deadlines

+ Strong organizational skills and high level of personal accountability

+ Ability to network and influence cross-functionally at all levels of the organization.

+ Performs other duties as assigned or required



**Business Category**


**At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers.**

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

**For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.**

Requisition #: 56802


  • Customer Service
  • Management
  • Information Technology
  • Legal

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Dir, Analytics - Call/Contact Center (OH, NC, NJ, NY, OK, RI)

Dayton, OH

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Dir, Analytics - Call/Contact Center (OH, NC, NJ, NY, OK, RI)

Dayton, OH

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