Manager, Customer Interactions Analytics

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Job Details

The Manager of the Customer Interactions Team is a strategic leader dedicated to overseeing and advancing the operational effectiveness of the Customer Interaction team. This role focuses on driving operational excellence across the wholesale and specialty customer service teams ultimately enhancing the customer experience and fostering a culture of continuous improvement through data. This is a full-time remote position.

Responsibilities

Lead, coach, and develop a team of Customer Interactions Analysts, providing ongoing mentorship and performance feedback.

Establish and monitor key performance indicators (KPIs) to ensure team goals align with organizational objectives.

Collaborate with agents, supervisors, and external partners to identify opportunities for operational efficiency and resolve escalated issues.

Facilitate regular team meetings, training sessions, and cross-departmental initiatives to foster a culture of learning and innovation.

Generate and present performance reports to senior leadership, translating insights into actionable strategies.

Ensure compliance with company standards and drive adherence to operational processes.

Champion the adoption of new technologies and tools to enhance customer experience and streamline workflows.

Leverage advanced data analytics to proactively identify trends, anticipate challenges, and drive initiatives that enhance the overall customer experience and operational efficiency.

Lead the design and execution of customer experience improvement programs, with a focus on achieving and exceeding key performance indicators (KPIs), including customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT).

Partner with and manage third-party vendor relationships, ensuring service levels are met, issues are resolved promptly, and collaboration contributes to overall operational and customer experience goals.

Direct and oversee comprehensive process improvement initiatives by systematically identifying and analyzing gaps within existing operational procedures. Ensure that proposed solutions are strategically developed, effectively implemented, and rigorously monitored to achieve sustainable enhancements in efficiency, compliance, and overall performance.

Performs other duties as assigned

Education and Work Experience

Requires advanced training or education in fields such as business administration, accountancy, sales, marketing, computer sciences, or similar vocations, typically obtained through the completion of a four-year bachelor's degree program. A master's degree in a related field is strongly preferred.

Normally requires eight (8) to ten (10) years of directly related and progressively responsible experience, including at least three (3) years in a leadership or management role.

Demonstrated experience in master data management, process optimization, or the healthcare industry is highly preferred.

Proven ability to lead cross-functional teams, drive strategic initiatives, and deliver measurable results.

Strong analytical, decision-making, and problem-solving skills, with the ability to leverage data to inform strategies and drive continuous improvement.

7 plus years of experience in data analytics, customer operations or support related roles.

7 plus years of experience managing projects and implementing process improvements.

7 plus years of experience leading a team of business analysts.

Skills and Knowledge

Demonstrated expertise in conducting comprehensive root cause analyses and utilizing these insights to develop and implement targeted solutions that effectively address fundamental challenges and drive sustainable organizational improvements.

Demonstrated proficiency with advanced performance management tools and data analytics platforms, such as Etech/QEval, to drive informed decision-making and operational excellence.

Exceptional capability in cultivating cross-functional relationships, fostering collaboration, and championing a culture of continuous improvement across diverse teams.

Comprehensive knowledge of Continuous Improvement methodologies and Lean Six Sigma principles, with a proven track record of leveraging these frameworks to implement sustainable process enhancements and achieve organizational objectives. Continuers Improvement Green Belt and Lean Belt certification a plus but not a requirement.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members' ability to live with purpose every day. In addition to traditional offerings