Experienced Full Stack Manager, Contact Center - Reporting and Analytics
Are you ready to embark on an extraordinary journey, where you'll soar to new heights, explore uncharted territories, and unleash your full potential? Join the arenaflex family, and you'll discover a world of limitless possibilities, where your passions and skills will be the driving force behind your success. As you take to the skies, you'll navigate challenges with agility and finesse, pushing boundaries and achieving milestones that will leave you breathless.
Why You'll Thrive in This Role
As a seasoned professional, you'll be part of the Contact Center - Reporting and Analytics team, where you'll play a pivotal role in shaping the future of customer experience. Your expertise will be the catalyst for innovation, driving business growth and excellence through data-driven insights and strategic decision-making.
What You'll Do
As a seasoned leader, you'll oversee a team of skilled professionals, guiding them in their pursuit of excellence and empowering them to reach new heights. Your responsibilities will include:
- Leading and developing a team of Reporting Specialists, focused on Contact Center analytics and data insights for Reservations (Domestic and International) and Association Recovery (Customer Relations, Central Stuff Objective Office, AAdvantage Customer Support, Day of Departure, and Structures Sponsorship Center)
- Developing a compelling vision for the future of Contact Center analytics and data management
- Staying ahead of the curve through execution evaluation and data assessment
- Building relationships with business leaders across Customer Experience, Reservations, and Association Recovery to understand their data and reporting needs
- Identifying opportunities for advanced analytics to drive process improvements and performance enhancements
- Proactively seeking and implementing new data sources to create new reports and enhance existing ones
- Managing a complex portfolio of reports from various stages and ensuring high-quality evaluation and analysis
- Conducting complex quantitative analysis on a wide range of Contact Center topics to identify key trends and insights that inform business strategy
What You'll Need to Succeed
To excel in this role, you'll require:
- A Master's degree in a relevant field or equivalent experience
- Proven track record of success in data analysis, business intelligence, and leadership
- Experience in attracting, developing, and managing high-performing teams
- Five years of experience in data extraction, control, and analysis using Python, Excel, Tableau, Power BI, or other advanced tools
- Experience with data extraction tools and methodologies (SQL, SAS, Python, etc.) and data visualization
- Experience with internal data warehouse platforms (e.g., Mosaic) for data extraction, analysis, and reporting
- Strong proficiency in Excel, including data modeling, visualization, and analysis
- Preferred qualifications include experience with cloud-based platforms (e.g., AWS, Azure, GCP, Databricks) for analytics and data management
What We Offer
As a valued member of the arenaflex team, you'll enjoy:
- A competitive salary range of $20 to $30 per hour
- Opportunities for career growth and professional development
- A dynamic and supportive work environment
- Collaborative team culture and open communication
- Comprehensive benefits package, including health insurance, retirement plan, and paid time off
- Flexible work arrangements, including remote work options
- Access to cutting-edge technology and tools
- Professional development opportunities, including training, mentorship, and education assistance
What We Value
At arenaflex, we're committed to fostering a culture of excellence, innovation, and collaboration. We value:
- Integrity and ethics in all aspects of our work
- Respect, empathy, and inclusivity in our interactions with colleagues and customers
- Continuous learning and professional growth
- Creativity, innovation, and risk-taking
- Collaboration, teamwork, and open communication
- Customer-centric approach and dedication to delivering exceptional service
How to Apply
If you're a seasoned professional with a passion for data-driven decision-making and leadership, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume, cover letter, and any relevant supporting documents. Apply Now!
Additional Resources
For more information about arenaflex and our career opportunities, please visit our website at [arenaflex.com](http://arenaflex.com). Apply for this job