Business Analytics and Operations Senior Manager

 BUSINESS ANALYTICS AND OPERATIONS SR. MANAGER | JOB DESCRIPTION 

SUMMARY 

At Magnolia, the Business Analytics and Operations Sr. Manager is responsible for managing the day-to-day contact center operations of the Guest Services team, including recruitment, onboarding, training, employee engagement, quality monitoring, workforce planning, and agent performance measurement and evaluation. This role will develop workflow processes and initiate best practices to increase productivity and quality of customer service on a tactical level while identifying trends and determining future operational improvements. They are responsible for relaying trends, verbatims, and other insights into how guests view the brand’s products and experiences. The Business Analytics and Operations Sr. Manager will communicate recommendations, prepare strategic operational action plans and reviews, increase internal productivity and quality, resolve problems, identify customer service trends, determine system improvements, and ultimately, implement change. It reports to the Director of Guest Services and has supervisory responsibilities.  

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Oversee the day-to-day operations of the Guest Service team, owning the team’s Key Performance Indicators: CSAT and SLAs* 
• Develop the strategic roadmap and implement initiatives to improve operations, meet key success metrics, and leverage technology to improve efficiency* 
• Continuously analyze and improve customer service processes to ensure efficiency and effectiveness 
• Develop processes to reduce overall escalations, improve turnaround time, and ensure positive customer satisfaction for escalated inquiries* 
• Oversees agent hiring, training, retention, and performance* 
• Own contact center initiatives, including Learning & Development, QA, and WFM and staffing forecasting 
• Create dashboards to measure agent effectiveness and quality* 
• Measure the team’s success at a macro and individual level, identifying areas of opportunity for the team and coaching opportunities for each agent 
• Measures data-driven team performance for trend analysis and ultimately, operational improvements 
• Act as the team’s project manager, ensuring all initiatives are accurately logged, forecasted, road mapped, and completed 
• Partners with leadership to create and execute employee engagement program initiatives to ensure an effective, welcoming, and collaborative work environment 
• Define and use data, observations, and escalations to identify, monitor, and forecast trends, and continuously develop/update reports based on the business needs 
• Perform other duties as assigned 

*Metrics evaluated on Performance Review 

COMPETENCIES 

• Teamwork: Contribute to a team environment supporting diversity, equity, inclusion, and belonging. Work effectively with others, be a team player and contribute toward team goals. 
• Critical Thinking: Propose creative solutions within specific specialization. Ability to analyze data, trends, and patterns. 
• Expertise: Expert in knowledge, skills, tools, and techniques relevant to specialization. Able to develop expertise in related area(s). 
• Communication: Actively engage in listening to teammates and guests and be open to feedback from guests, peers, and management. 
• Guest Focus: Ability to proactively understand and meet guest needs, ensuring a personalized and guest-centric experience. 
• Strategy and Goal Setting: Approach change with positivity and curiosity. Know your role in achieving team goals. 
• Hard skills: Proficiency in Salesforce Marketing Cloud (or similar CRM), Microsoft Excel, PowerPoint, and similar products from Google Suite required.  

 

ELIGIBILITY QUALIFICATIONS 

• Bachelor’s degree from a 4-year college or university preferred 
• 2-4 years of experience with a related degree, 4-7 years of experience with a non-related degree, or 5+ years of industry experience preferred 
• Experience with project management tools like Workfront/Asana and reporting tools like Adobe Analytics preferred 

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is required to sit; use hands and arms to reach, handle, feel; utilize fine motor dexterity of fingers; talk or hear and taste or smell. The employee is frequently required to stand and walk. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds, and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

WORK ENVIRONMENT 

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate. 

ACKNOWLEDGEMENTS  

Magnolia is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. 

This job description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications of employees assigned to this job. Management has the right to add to, revise, or delete information in this description at any time.