WFM Business Intelligence Manager

About the role

We have an exciting opportunity for a Business Intelligence Manager to join our dynamic team at Teleperformance in Taguig City, Metro Manila.

The Business Intelligence Manager is responsible for overseeing the overall BI strategy, ensuring that the organization leverages data to make informed decisions. This role involves managing teams, aligning BI initiatives with business goals, must understand the business requirements and collaborate with their team to propose valuable tools and reports and fostering a culture of data-driven decision-making. Additionally, they are responsible for standardizing processes in the area, controlling large volumes of data, and presenting reports to top management and senior leadership, including projections for financial decisions.

What you'll be doing

• Develop and implement the organization's BI strategy, supporting the leadership area in identifying opportunities to improve the efficiency or presentation of information.
• Oversee, monitor, track and create internal analysis the collection and reporting of operational, financial and other data to ensure high levels of quality and operational efficiency.
• Supervise, monitor and track the completeness and accuracy of the automated reports used to transmit performance data to the customer site, including the development of all charts and graphical elements.
• Supervise, monitor, and track a variety of proprietary software platforms to combine, manage, and maintain multiple data sets.
• Ongoing review of BI tools implementation, accuracy, usage, and new needs in conjunction with operational leadership and managers.
• Support the leadership area in identifying opportunities to improve the efficiency or presentation of information.
• Integrate the data collected from various sources of the company to ensure its accuracy and veracity.
• Design, develop, implement and maintain dashboards and reporting packages for clients in accordance with reporting schedules.
• Analyze databases extracted from the client's application and based on previous results, design visibility solutions that allow generating value at the lowest possible cost to meet the objectives of the program.
• Monitor, control and improve the databases.
• Oversee review and audit cycles of BI tools and portals to ensure usage, accuracy, and updating of changes.
• Be an active part in the processes of continuous improvement, reporting all improvement opportunities and contributing on a daily basis to inform all operational coordination about the issues that may need an adjustment and proposing innovations methods across the department and the company (producing fresh and imaginative ideas and solutions)
• May perform other duties as requested not specifically addressed in this document.

What we're looking for

• Minimum of 4 years of work experience in a similar role, with progressive responsibilities
• Preferred experience in a call center environment.
• Experience in information analysis, development of trend analysis and comparative reports.
• Understanding the tools and technologies involved in reporting operational performance at the center level with detailed agent-level insights.
• Experience in statistical analysis.

What we offer

• Competitive salary and bonuses
• Comprehensive health and wellness benefits
• Opportunities for career growth and development
• Supportive and inclusive work culture
• Team-building activities and social events

About us

Teleperformance is a global leader in customer experience management, offering a range of solutions including customer care, technical support, and back-office services. With a presence in over 80 countries, we are committed to delivering exceptional service and driving business success for our clients. Join our team and be a part of our exciting journey

Apply now and let's discuss how you can contribute to our success