Customer Experience Reporting & Analytics Manager

Republic Services is a leader in Environmental Services, partnering with customers to create a more sustainable world.

We are Sustainability in Action - our promise to be environmentally responsible and to help our customers be environmentally responsible too.

Why choose Republic?

Joining Republic isn't just about taking on a new job, it's about making a commitment to create a more sustainable world together. Our people provide an essential service, serving and impacting customers, neighborhoods, and communities everywhere.

As a company, we are proud of our values and encourage those who share in our aspirations to join our team:

• We protect our colleagues and communities through safe practices everywhere, every day.
• We are committed to serving our customers and communities by going above and beyond to exceed expectations.
• We take action to improve neighborhoods and communities by being environmentally responsible and creating a more sustainable world.
• We are driven to deliver results in the right way.
• We encourage a human centered culture that honors the unique potential and dignity of every person.

• Acts as primary lead for all CRC analytics (descriptive, diagnostic, predictive, and prescriptive), often connecting with other business stakeholders to tie back impacts to the broader organization.
• Owns CRC data governance and integrity that also includes data mapping and management.
• Presents analysis/proposals to various levels of the Company, as business needs dictate.

POSITION SUMMARY: The Manager, CRC Network Optimization & Analytics is responsible for reporting of operational, sales, productivity and cost efficiency metrics for the CRC teams, sites and network. In addition, this role supports CRC analysts and, working closely with the RSI BI team, leads the ongoing and ad-hoc design and refinement of scorecards, reports and graphical data representations; analyses data for internal distribution; identifies opportunities for improvement and recommends any changes needed to best support the department's ability to support customer service goals, standards and strategies. The Manager, CRC Network Optimization & Analytics also designs and maintains the company's call routing and prioritization strategy within the current IVR and Cisco applications as well as partners seamlessly with a network of 3rd party vendors and internal support teams (i.e. UC team) to drive all projects and initiatives with the best customer experience for RSI customers in mind, while meeting other defined business objectives.

PRINCIPLE RESPONSIBILITIES:

• Provides leadership and development for team members through one-on-one coaching, development plans and other forms of engagement.
• Provides reports, information, and recommendations to management to ensure productivity goals adhere to set standards (i.e., systems, procedures, workflow, etc.).
• Presents analyses/proposals to various levels of the Company, as business needs dictate.
• Gathers and presents data regarding revenue, customer experience, operations, and business processes to front-line professionals, site supervisors, and CRC leadership.
• Works closely and cooperatively with Corporate BI team to automate the collection and reporting of data related to CRC operational functions, revenue generation, and customer experience.
• Builds and revises statistical models to meet CRC requirements.
• Performs "what-if" scenarios and communicates possible solutions and improvements to CRC leadership.
• Manages multiple projects to support Customer Experience initiatives from start to finish, managing tasks, communication, and project stakeholders.
• Partners closely with business and IT leaders to define the vision, scope and delivery timelines for technical deliverables
• Performs other job-related duties as assigned or apparent.

QUALIFICATIONS:

• Bachelor's degree.
• Six Sigma Certification
• Experience with technical documentation

MINIMUM QUALIFICATIONS:

• Minimum of 1 year of experience managing multi-faceted projects in a customer service environment.
• Minimum of 1 year of experience leading project initiatives.
• Experience with CISCO call routing and IVR call flow or any other intelligent call routing/ACD system.
• Experience with Project management and service delivery methodologies for IT (SDLC, Agile, Waterfall, Scrum, Lean/Six Sigma, OCM, PMBOK or ITIL a plus).
• Experience delivering and/or managing IT Infrastructure or Applications projects.
• Experience with business intelligence applications (Power BI, Cognos, Jaspersoft, Sisense, etc.
• Experience composing DTMF, Directed Dialog and Natural Language applications.
• Experience with and a solid understanding of contact center terminology and waste industry terminology.

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:• Comprehensive medical benefits coverage, dental plans and vision coverage.• Health care and dependent care spending accounts. • Short- and long-term disability.• Life insurance and accidental death & dismemberment insurance.• Employee and Family Assistance Program (EAP).• Employee discount programs.• 401(k) plan with a generous company match.• Employee Stock Purchase Plan (ESPP).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.