Channel Capacity Assessment Manager - Lead Analytics Manager

Channel Capacity Assessment Manager - Permanent - Berkshire - Mobile Telecoms

Context:

The role reports to Head of Channel Capacity as part of the wider Channel Operations function within the Customer team.

• This is an individual contributor role with no line management responsibility.
• Pivotal role that acts as subject matter experts and Go To Person for Channel Capacity Assessment Specialists to validate their outputs and provide day to day technical assistance.
• Accountable for accuracy of Channel Impact Assessments through Post Implementation Reviews and drive continuous improvement.
• A partner role that ensures Commercial and Support KPI's for the channel and business are protected
• Channel Heads & Vendor Managers, Contact Centre Workforce & Transformation, Commercial & Support Performance, Customer Service design and business owners would be the key contacts/stakeholders
• To protect channel KPI'S as part of the IA & PIR process in partnership with key stakeholders and drive continuous improvement through a robust lessons learnt process would be crucial part of the role

The Main Description:

The responsibilities and skills required by this role.

• Analyses key themes using data from a wide range of sources and identifies possible impacts on the business.
• Manage relationship with key stakeholders within customer team and act as their business partner for Channel Impact assessments and Post Implementation Review
• Will support 50% of their time with Impact Assessment & Post Implementation Review delivery on some of the key projects.
• Partners with Channel Change Planning Manager to protect customer facing channel with overload of changes and provide intelligence and expertise on translating a business change to channel impacts
• Identifies shortcomings, then suggests and implements improvements to existing business practices, while developing and delivering projects
• Uncovers emerging issues and/or needs and identified potential causes and related issues, key stakeholders and barriers.
• Takes responsibility for developing the channel capacity assessment specialists on their technical needs and partners with Head of Channel Capacity to develop a formal development framework that enhances the capability of channel capacity assessment specialists
• Identifies and evaluates complex expertise led solutions against range of criteria to find that best meets business needs
• An advocate of lessons learnt database through Impact assessment process that drives continuous improvement in the business

Technical Skills

Works without supervision and provides technical guidance when required on supporting IA/PIR using appropriate analytical processes and procedures to help guide decision making

• Applies comprehensive knowledge and skills to work independently while providing guidance and training to specialists on acquiring, organising, protecting and processing data to fulfil IA / PIR objectives
• Uses clear and effective communication skills (verbal or written) without supervision, does a compelling and concise story telling through IA/PIR outcomes.