business Analytics sr. managerSupportNinja

Position Title: Business Analytics Sr. Manager
Work Location: Clark, Pampanga
Company Overview
As the fastest-growing outsourcing solution in North America, SupportNinja is redefining the BPO space. Our mission is to "Show the World a Better way to Outsource".
What does this mean?
We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.
We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world's largest nonprofits.
Our client roster includes Sports Illustrated, HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more. SupportNinja is one of the 100 fastest-growing private companies in the US, one of the fastest-growing companies to come out of Austin, a recipient of the Austin A-List Awards, and has been listed as a Best Place to Work.
Join us in our quarterly retreats, our welcoming office spaces, and see why we double in size year after year!
Duties and Responsibilities
The Business Analytics Sr. Manager is responsible for managing the department and providing efficient and accurate data essential to the company's continuous operational and strategic development. The Business Analytics Sr. Manager will also grow, lead, and manage the Asia/Pacific analytics team in efforts to integrate data sources, model data, and serve both internal and external stakeholders with tools, dashboards, and advanced analyses * Manages the Analytics unit responsible for short-term and long-term strategies and actions for reporting and analytics; Plans, leads, organizes, and controls the performance of the Analytics Unit
Identifies and implements process improvement and leverages automation/technology
Prepares business documents and presentations for upper management and executives
Collates Key Performance Indicator scores to be given to the Client Services and Team Managers for client presentation purposes
Creates and maintains a wide range of data-related trackers, dashboards, databases, and file references
Validates data integrity and reliability from reports generated by the Analysts
Provides analysis of data to back up and assist the decision making of the Operations department
Executes communication strategy to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy to understand actionable recommendations through a consulting mindset
Increases efficiency by recommending staffing strategies that support the needs of a multi-skilled customer contact center
Analyzes and validates data to suggest recommendations essential to performance improvement; extracts and combines data from various data resources
Automates tasks and reports generation from manual processing to reduce cycle time and defects
Safe keeps and sorts data for the company and management's use; prepare various ad hoc reports as needed
Serves as a trusted partner and advisor to leadership teams for reports and data-related concerns
Researches and identifies potential vendor solutions that will help the business reduce contacts, reduce expenses, and improve efficiency while improving customer satisfaction
Qualifications * Graduate of any business-related course or any trade equivalent; Minimum of 8 years related experience
Expertise in SQL; Experience building ETL data pipelines, data modeling & design, and writing complex SQL queries
Experience managing team members in business intelligence projects using a data visualization tool such as Looker, Tableau, or similar
Working knowledge of data science techniques and their business applications
Hands-on experience working with data warehouse technologies (Snowflake, Redshift) and/or Big Data technologies (like Hadoop, Hive, or Spark)
Comfort managing/leading using scrum methodology
Fluency in at least one non-Bash programming language such as Python, Ruby, Go, JavaScript / Node.js, Java, C#, or C/C++
Strong Leadership/mentorship skills, client-facing ability, project management
Proactivity, Questioner of norms, Comfort with ambiguity
Excellent written and verbal communication
Excellent data interpretation skills; Excellent research and investigative techniques
Strong Business Intelligence/Reporting, technical and data management skills; Ability to demonstrate and articulate understanding of key business analytics concepts
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
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SupportNinja

Philippines
Permanent
Full-time