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What You'll Do:

The charter of Global CX Center Operations team is to plan, execute and accelerate the delivery and business Performance of the Global CX Centers to orchestrate and enable the transformation of CX into the desired Future State.

The key focus area for the Analysis Manager is to support their allocated technologies, site and functions to accelerate delivery and business performance and successfully deliver on their commitments to profitably grow the CX business.

Responsibilities:

Partners with Delivery leaders to proactively provide expertise in operations for the CX Global Center Delivery organization. This includes analysis regarding cost, service offerings and innovation initiatives. Also operational governance and cadence Methods and Ops review), KPI deep dives and analysis, ad-hoc reporting, action follow ups and coordination of operations related activities.

Manages, leads and monitors business analytics to achieve overall delivery, business and company objectives.

Delivers business insights and recommendations leveraging analytics, predictive modelling, observations & business knowledge.

Enables operational improvement through the strategic management and analysis of business drivers and practices.

Drives change through collaboration on the strategic development and management of performance measurements and control systems as well as supporting the leadership with relevant coordination of ops related activities.

Who You'll Work with:

The position will support Global CX Center leaders with delivery and business performance acceleration and transformation.

Partnering with Operations team members and collaborating with cross-functional teams to drive delivery and business improvement, evolve insights and analytics, identify trends, issues, challenges, and recommended actions.

Who You Are:

You are a team player who can be a trusted advisor to the business. You have the ability to influence cross functionally and at the Executive level.

You are able to think outside the box, take the lead in developing business solutions and be a change agent.

You are proficient in the details of running a business and able to connect to the big picture.

Ideally, you can manage insights and analysis from the raw data level all the way to final presentation to stakeholders.

Minimum Requirements:

Bachelor degree with at least 5-10 years' experience in a large multi-national company with exposure to various aspects of the delivery, business and/or operations.

Ability to work in matrix organizations, prioritize what is important to the business and influence decision makers to achieve desired results.

Excellent written/verbal communication - proficient in English (and other languages as applicable to business theatre supported).

Very strong analytical skills to identify trends & patterns in datasets and interpret, synthesize, and communicate insights and recommendations to the leadership team.

Strong mastery of Tableau, Excel, Power point and and other existing dashboards and tools related to delivery operations

Experience with Snowflake and writing SQL queries are strong plus

Must have experience in participating as a key member in a cross-functional team and/or projects or programs of high complexity.

Experience and understanding of CX/Services organizations, processes, and policies are a strong plus. Including knowledge of back office systems to support the business.

Why Cisco:

We connect everything:
people, processes, data, and things.

We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals.

And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.

We Are Cisco.

U.S.

employees have
access to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings.

Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday.

Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO.

We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.

Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components.

For quota-based incentive pay, Cisco typically pays as follows:

.75% of incentive target for each 1% of r

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