WW Telesales Business Planning Manager

Seeking a senior business analyst with a systematic, disciplined and data-driven approach to problem solving and business analytics. Responsible for successful development of forecasting models, capacity plans, long term plans, budget analysis, balanced scorecard and all aspects of reporting and executive business review in support of Worldwide Telesales for Apple Computer.

The WW Telesales Reporting Team is responsible for all ad hoc and standard intraday, daily, weekly, monthly and quarterly reporting from a front-line level up through site level. Internal customers include agents, supervisors, sales management, executive management, Finance, Marketing and a variety of other business partners. The Manager focus includes people development, metric alignment, reporting cycle standardization and automation of manual processes. As part of these efforts it is imperative that the WWBI Manager be highly skilled in database structures and management, project management, cross-functional team building, financial analysis and change management.


Key Responsibilities:
- Capacity Planning (Staff, Facility Expansion and Technology)
- Call Forecasting
- Predictive Modeling
- Financial Analyses focused on scaling effects, sales productivity, agent efficiencies, and technology performance
- Manage business requirements from a reporting and data perspective
- Represent WW Telesales in cross-functional CapEx projects
- Investigate business problems and perform root cause analysis
- Business Case, Cost Benefit & ROI modeling in support of capital expenditures
- Lead complex business process reengineering and systems integration projects from a data quality perspective
- Work with information technology organization to address business needs
- Present business cases to upper and executive management



Qualifications:
- 5+ years experience in business analytics and reporting
- Experience working in a global role
- Strong project based experience preferably within call centers and/or consumer electronics industry
- A proactive self-starter with a proven track record of ownership and delivery of projects.
- Executive presentation and communication skills
- Technical, process-oriented skill set with bottom-line business mindset
- Must understand day-to-day operations of a contact center and sales operations
- Strong team facilitation and leadership skills
- Excellent Interpersonal skills and strong analytical skills
- Must be able to work in a fast-paced environment, perform effectively under dynamic conditions such as directional changes, tight deadlines, limited resources, etc.

Technical Skills:
- SAP & Business Warehouse, Avaya CMS, Aspect, Omniture and PS8
- SQL skills -- Business Objects, Brio or other SQL tools
- Access or Filemaker DB
- Expert Excel