Deskripsi Pekerjaan
Are you a visionary leader who thrives at the intersection of data, strategy, and operational excellence? IBEX Global Solutions, a premier provider in customer experience and BPO services, is searching for a highly analytical and strategic Sr. Business Intelligence Manager (Training and Quality) to join our dynamic team in Metro Manila.
In this critical leadership role, you will be the architect of our data-driven strategy for Training and Quality. You will not just be reporting on metrics; you will decipher the story behind the numbers, identifying opportunities for transformative growth, and directly influencing the quality of service delivered to our global clients. Your insights will empower executive decision-making, optimize training effectiveness, and elevate our quality assurance frameworks to new heights.
We need a leader who can navigate complex datasets, master executive client strategy, and transform data into decisive action. You will drive measurable growth across diverse programs, creating a lasting business impact that sets IBEX apart in the competitive BPO landscape. By leveraging sophisticated BI tools and fostering a culture of continuous improvement, you will bridge the gap between raw data and strategic business outcomes.
We are looking for a seasoned professional with a deep understanding of contact center metrics (CSAT, NPS, AHT, FCR), training effectiveness measurement, and quality scorecard analysis. You will work closely with C-level executives, training directors, and quality managers to design and implement comprehensive BI solutions that address our most complex challenges.
This is more than a job; it is a career-defining opportunity to build and lead a high-impact BI function. If you have the expertise to drive change and the vision to see the future of data in customer experience, we want to hear from you. Apply today and power your career with IBEX Global Solutions.
Tanggung Jawab
- Define and execute the strategic roadmap for Business Intelligence within the Training and Quality domains
- Partner with executive leadership to translate business objectives into analytical projects and actionable data products
- Oversee the development of complex dashboards, reports, and data visualizations using SQL, Power BI, and Tableau to monitor critical KPIs
- Lead advanced analytics initiatives, including predictive modeling and root cause analysis, to optimize agent performance and program profitability
- Present compelling data narratives and strategic insights to C-suite stakeholders, influencing key business decisions
- Mentor and manage a team of BI analysts, promoting a culture of data-driven excellence and technical skill development
- Ensure data integrity, governance, and security across all BI systems and reporting outputs
- Drive continuous improvement in reporting efficiency and accuracy, automating manual processes wherever possible
Kualifikasi
- Bachelor's degree in Data Science, Statistics, Computer Science, Economics, or a related quantitative field; MBA or Master's degree is highly preferred
- 8+ years of experience in Business Intelligence, Data Analytics, or Management Consulting, with at least 4 years in a leadership role
- Proven experience specifically within the BPO or Contact Center industry, intimately familiar with Training and Quality metrics
- Expert proficiency in SQL, data warehousing concepts, and BI visualization tools such as Power BI or Tableau
- Strong business acumen with the ability to connect analytical findings to operational strategies and client value
- Exceptional communication and presentation skills, capable of simplifying complex data for diverse audiences
- Experience with statistical programming (Python, R) and machine learning is a distinct advantage
- Strategic mindset with a hands-on approach; comfortable diving into the data and guiding the team