What are the responsibilities and job description for the Manager, Data Insights position at Inktel Contact Center Solutions?
As the Manager, Data Insights, you will leverage your expertise in complex database research and analytics to obtain data that drives strategic decision-making and operational efficiency. You will work extensively in Sephora’s Data Platform using SQL queries to find and analyze data across functions including customer service appeasements, refunds, logistics, and sales. You will use an analytical, data-driven approach to be responsible for problem solving to understand root cause for exceptions, delivering strategic analysis and persuasive business cases, identifying trends and opportunities, and developing solutions to improve processes that optimize the customer service agent and client experience. You will also lead the identification, evaluation, and integration of AI.
Duties and Responsibilities
- Drive results by procuring and analyzing data from Sephora’s Data Platform and other sources and using expert knowledge of internal and external departmental processes, creating the ability to call out deviations from our expectations/standards, to understand what is needed to address, to propose solutions, and to develop frameworks to measure opportunities and impact.
- Imagine, identify, and evaluate artificial intelligence capabilities and make them happen by implementing them in Client Service tools.
- Collaborate with cross-functional departments and within Client Services to initiate key technology projects, long-term, large-scale initiatives, and process improvements. Define requirements, build frameworks, and review work done by junior team members.
- Engage & inspire by providing business leadership and representing the voice of Client Services, especially through leading technology requirements definition for Client Services platforms, and presenting data and developing presentations that advocate for client/department improvements and strategic company initiatives.
- Manage ambiguity through the resolution of complex, undefined issues that surface from the front-line Client Services team, determining whether project requirements have been defined accurately and completely to meet business needs, determining what issues should be prioritized for escalation and what resolution timing is needed.
Experience
- 5-8 years of experience using data analysis tools and software, including familiarity with SQL and the ability to write intermediate level queries for data extraction.
- Performing large-scale analytics to identify trends, opportunities, and risks.
- Designing process improvements with an emphasis on new, complex, and large-scale projects and using artificial intelligence (AI).
- Working closely with departments (e.g., Technology, Product Management, Risk Management, Loyalty) to lead data-driven decision-making.
