Manager, GHRO Business Planning

Job Overview

The Global HR Operations team (GHRO) is responsible for the strategic development and execution of HR services and information to employees, managers, and HR partners throughout the Enterprise.
 
The Manager of the GHRO Business Planning team will provide day-to-day leadership to the Business Planning analysts.  This team is responsible for providing GHRO Leadership and HR Clients with accurate data and analysis of the operations across the globe. The Business Planning team is a fast-paced, dynamic team supporting reporting and analytics across all regions.  The Manager should thrive in a data rich environment and support high level decision making by overseeing the development and process improvement for the Business Planning team.

Responsibilities

• Oversee work and daily activities for the GHRO Business Planning analysts.  Ensure service level agreements are met and issues are resolved with enterprise clients/partners including adherence to our data privacy and security
• Be an internal consultant to our worldwide clients; help handle escalations and problem solve complex situations
• Be a strategic partner by seeking tools and methodologies that allow the analysts to do their job more efficiently and effectively
• Lead the design, implementation, and presentation of data-driven insights and visualizations for senior leadership using advanced analytics tools.
• Manage all phases of analytics and research processes, including methodology design, data mining, and actionable result presentation.
• Utilize tools like SQL Server, Tableau, and ServiceNow to streamline operational processes and drive efficiency.
• Inspire and coach a team of analysts ensuring continuous development and performance excellence.
• Benchmark against internal and external best practices to refine performance, labor, and workload analytics.
• Support Labor & Scheduling who create long and short-term volume and workload forecast models which includes future estimates of incoming demand and labor needs with the intent of developing and recommending future business direction
• Support the GHRO leadership to develop sound Headcount and AOP methods for the contact center population(s)
• Through polished presentations, deliver and effectively communicate key insights, findings, and recommendations in a concise, actionable, and efficient manner to stakeholders and senior leadership
• Champion a culture of creativity, collaboration, diversity, and innovation

Required Qualifications

• Bachelor’s Degree in Data Analytics, Finance, Economics, Accounting, other quantitative discipline, or equivalent work experience
• At least 2 years of experience dealing with reporting and analytics
• At least 1-2 years of experience leading employees in a reporting and analytical capacity
• Proven ability to understand business context and influence decisions that add sustained value
• Proven ability to set priorities in response to an ambiguous and rapidly changing business environment
• Demonstrated creative problem-solving and decision-making skills
• Balance of technical expertise and business acumen / leadership
• Ability to simplify complex analytics into recommendations that are easily understood and executable
• Experience with statistical methods, forecasting, and/or optimization
• Proficiency with one or more of the following languages: SQL, SAS, Python
• Development experience using data visualization technologies, such as Tableau
• Excellent verbal/written communication skills, interpersonal skills, and ability to handle confidential information
• Demonstrated strong time-management and organizational skills, with the ability to perform under pressure, prioritize daily workload, and maintain strong attention to detail

Preferred Qualifications

• Human Resource background
• Master’s degree in Data Analytics, Finance, Economics, Accounting, or other quantitative discipline
• 3+ years of experience dealing with reporting and analytics
• 3+ years of experience leading employees in a reporting and analytical capacity
• Call or Contact Center experience
• CMS/Avaya, Nice IEX, SAP, SAP SuccessFactors, Snowflake, Tableau, ServiceNow, SQL
• Experience or strong understanding of Agile principles and practices  
• Experience analyzing data for high-volume contact centers, including leveraging analytics to optimize performance, enhance satisfaction, and drive operational efficiencies
• Experience working in a matrixed team environment and with a variety of partners at all levels
• Lead in a Global organization with working hours outside of traditional schedule