Manager, Contact Center Insights and Analytics

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

The Manager, Contact Center Insights and Analytics will lead a team of Insight and Reporting Analysts to transform data into insights that will help drive business forward. Collaborating with key partners both in the Contact Center and across the company, incumbent will help design, implement and maintain business intelligence solutions that influence business strategy, support operational needs, and drive financial performance. The incumbent will be responsible to identify and use multiple data sources, BI, and analytics solutions to help solve business problems. This position will guide data strategy across multiple touch points, build and run dashboards, reports, and data models in an interactive and somewhat standardized format. 

• Collaborate with leaders across the Contact Center to identify business priorities for which insights are critical; find opportunities; Lead, design, develop, and implement analytic strategies.

• Serve as an expert liaison between various VELERA Business Units by providing strategic leadership support and consultation to key change management and critical initiatives.

• Lead identification, development, and execution of analytics initiatives to enable business decisions; Partner with applicable collaborators to ensure insights translate to strategies and tactical actions that achieve financial goals and operational efficiency across the organization.

• Design, build and implement an innovative reporting portal to improve Contact Center view of performance building on dashboards and reports already in existence.

• Create and manage change management processes for existing reporting and dashboards ensuring all stakeholders have a voice in changes proposed.

• Play key role in understanding new data sources and potential insights that become available as new tools and solutions are introduced.

• Identify emerging trends and evaluate/recommend tools and technologies that will contribute to ongoing growth of data needs including AI solutions

• Lead the architecture, design, development, and maintenance of master data, including rationalization and management of data across the full lifecycle.

• Lead creation and execution of consistent reporting, forecasting, and diagnostic analyses of business issues.

• Provide thought leadership in design of methods, tools, and selection of data set(s) to improve data-driven insights for internal/external users.

• Connect and transform data from multiple systems and platforms into useful analysis, dashboards, and forecasts that support business needs.

• Identify process improvements across the Contact Center to ensure operational efficiency.

• Perform other duties as assigned.

• BA/BS degree in Business, Computer Science, Data Science, Information Architecture, or a similar field of study, or an equivalent combination of education and experience required.

• Master’s in Computer Science, Mathematics, Statistic, Business or an advanced degree in quantitative analysis preferred.

• Seven (7) years of experience working in data analysis and statistical modeling or professional experience in a data driven environment required.

• Five (5) years of experience in a role generating data insights and recommendations required.

• Five (5) years of technical knowledge on data architecture and data integration required.

• Three (3) years contact center experience preferred.

• 3+ years in a senior individual level or supervisor role

• Experience training others in the analysis and reporting of data strongly preferred.  

• Experience as a Supervisor or Team leader or similar position in previous role.

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners.   Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

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Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

Velera is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here (English and Spanish poster).

As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.