Senior Manager Business Intelligence

Description:

Responsibilities

• Responsible for being the client single point of contact, managing client interactions and strategic partnership for the whole organization for the program
• Ensuring high level client satisfaction while adhering to current client contractual commitments
• Responsible for identifying ongoing opportunities for the program across entire employee life cycle
• Ensure consistency on critical KPI (QA, VOC, CX, AHT, RCR) delivery across all sites
• Partner with clients and internal stakeholders to devise data-driven strategies/action plans to address opportunities for growth on both agents and processes
• Represent BI team at all client Weekly, Monthly and Quarterly performance reviews and when possible, site visits
• Partner with operations to identify and address opportunities for growth in key metrics, compliance to processes and coaching, and business drivers
• Create detailed project plans including targeted improvements in performance and timelines to improve speed to proficiency
• Work with the Instructional Design Team to develop ad-hoc curriculum and documentation to address hot-button issues and site deficiencies
• Partner with training on tracking performance of new hire metrics and provide feedback to the sites on areas of opportunity
• Partner with training to identify and address tenured agent training needs and aid in module design/revision
• Contribute to the assessment, analysis, planning, and delivery and of client QA initiatives
• Responsible for sharing and implementation of performance best practices initiatives between all the LOBs and sites
• Collect and provide process, system, digital opportunity improvement feedback to the client rooted in critical data control strategies
• Analyzes weekly VOC/CSAT and follow up with the sites on action plans

Experience / Requirements

• Masters / Bachelor's degree or equivalent experience
• Have a deep knowledge and experience in BPO – cross functional experience a plus
• Strong Excel/SPSS and PowerPoint skills with ability to interpret and justify huge data
• Preferably with experience in Lean/Six Sigma, COPC, ISO, PMO and the likes
• Preferably, developing interest in Director role, prior experience or equivalent
• Experience in handling multiple accounts/programs, different LOBs supporting various diverse industries
• Experience in managing both onsite and remote teams in different sites and geos
• Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction
• Ability to deliver cost-effective value-add through the efficient utilization of resources
• Regularly interacts with senior level executives both internal and external, local and international
• Has done both start-up implementation as well as re-design/alignment
• Has done skills transfer/personnel development and process improvement projects
• Excellent communication (written/oral) and very good presentation skills
• Must be proactive, a critical thinker, a team-player and have a positive attitude
• Willing to work on shifting schedules and ready to travel