About Us

Full Potential Solutions (FPS) is a performance-based analytically driven omnichannel solutions organization with operations in Kansas City, MO, Chennai, India and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental and vision benefits, and the opportunity for high potential career growth with a fast-growing company.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can thrive!

As Director of Analytics for our client’s contact center domain, you will lead a hybrid role combining client success, product management, and team leadership with project delivery oversight. You’ll interface with business stakeholders, design robust analytics and business intelligence (BI) solutions leveraging our proprietary and third-party products, and manage a team to ensure successful execution and long-term success of BI and analytics initiatives.

• Client & Account Leadership
  • Act as the primary point of contact for key client accounts, owning the success of analytics solutions and ensuring they drive measurable business impact.
  • Build and maintain strong client relationships, deeply understanding their business objectives, contact center operations, and analytics needs.
  • Partner closely with clients to ensure they are maximizing value from analytics offerings, proactively identifying opportunities for optimization and growth.
  • Represent our client as a strategic thought leader in customer experience (CX) analytics, providing guidance on best practices and industry trends.
• Product & Analytics Leadership
  • Lead the development of analytics solutions that empower contact center leaders with actionable insights to improve efficiency, customer experience, and operational performance.
  • Bridge the gap between business and technical teams, ensuring analytics solutions align with client needs while leveraging proprietary platforms and third-party tools.
  • Oversee the roadmap for analytics product offerings, influencing feature development based on business value and client impact.
  • Guide the team in designing, implementing, and optimizing dashboards, reports, and data pipelines that enhance business decision-making.
• Team Leader & Mentor
  • Recruit, mentor, and lead a cross-functional team of analysts, BI developers, and data engineers, fostering a culture of collaboration and innovation.
  • Promote the development and retention of a high-performing analytics/BI team that can support evolving business needs.
• Delivery/Project Manager
  • Oversee the end-to-end delivery process for analytics/BI projects, ensuring alignment across business and IT stakeholders, addressing risks, and delivering successful outcomes on time and within scope.

• 10+ years of experience leading contact center operations or providing daily/weekly insights to contact center leaders with actionable business intelligence
• Experience designing and working with development teams to build analytics/BI solutions using tools such as Power BI, Tableau, Excel, and ETL pipelines.
• Excellent communication skills, with the ability to translate technical concepts into business value for non-technical stakeholders.
• Ability to engage with business stakeholders/clients in a consultative manner to establish trust
• Strong project management skills with the ability to lead cross-functional teams and manage complex projects from inception through delivery.
• A passion for developing people and leading high-performing teams, creating a culture of continuous learning and innovation.
• Ability to navigate ambiguity, prioritize conflicting demands, and deliver business impact in dynamic environments.
• Amendable working on a permanent night shift.

• 10+ years of experience leading contact center operations or providing daily/weekly insights to contact center leaders with actionable business intelligence
• Experience designing and working with development teams to build analytics/BI solutions using tools such as Power BI, Tableau, Excel, and ETL pipelines.
• Excellent communication skills, with the ability to translate technical concepts into business value for non-technical stakeholders.
• Ability to engage with business stakeholders/clients in a consultative manner to establish trust
• Strong project management skills with the ability to lead cross-functional teams and manage complex projects from inception through delivery.
• A passion for developing people and leading high-performing teams, creating a culture of continuous learning and innovation.
• Ability to navigate ambiguity, prioritize conflicting demands, and deliver business impact in dynamic environments.
• Amendable working on a permanent night shift.

• Client & Account Leadership
  • Act as the primary point of contact for key client accounts, owning the success of analytics solutions and ensuring they drive measurable business impact.
  • Build and maintain strong client relationships, deeply understanding their business objectives, contact center operations, and analytics needs.
  • Partner closely with clients to ensure they are maximizing value from analytics offerings, proactively identifying opportunities for optimization and growth.
  • Represent our client as a strategic thought leader in customer experience (CX) analytics, providing guidance on best practices and industry trends.
• Product & Analytics Leadership
  • Lead the development of analytics solutions that empower contact center leaders with actionable insights to improve efficiency, customer experience, and operational performance.
  • Bridge the gap between business and technical teams, ensuring analytics solutions align with client needs while leveraging proprietary platforms and third-party tools.
  • Oversee the roadmap for analytics product offerings, influencing feature development based on business value and client impact.
  • Guide the team in designing, implementing, and optimizing dashboards, reports, and data pipelines that enhance business decision-making.
• Team Leader & Mentor
  • Recruit, mentor, and lead a cross-functional team of analysts, BI developers, and data engineers, fostering a culture of collaboration and innovation.
  • Promote the development and retention of a high-performing analytics/BI team that can support evolving business needs.
• Delivery/Project Manager
  • Oversee the end-to-end delivery process for analytics/BI projects, ensuring alignment across business and IT stakeholders, addressing risks, and delivering successful outcomes on time and within scope.