Business Intelligence manager (project management and data analytics)IBEX Global

Overview
Primary goals include managing the relationships with our client partners, ensuring globally consistent delivery, providing relevant business insight to Operations partners, delivering timely needs analysis to Training partners, calibrating on profiling standards with Recruitment partners, liaising with CST on risk identification and mitigation, AND, coordinating with all units to ensure alignment of strategy aimed at improving performance
Responsibilities
Ensure the client needs are met on an ongoing basis with a high level of 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 QA delivery (calibration, monitoring, reporting, etc.) across all sites
Partner with clients and internal stakeholders to devise data-driven strategies/action plans to address opportunities on both agents and processes
Partner with operations to identify and address opportunities for growth in key metrics and business drivers
Create detailed project plans including targeted improvements in performance and timelines to improve speed to proficiency
Work with the Instructional Development 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 QA best practices initiatives between all the LOBs and sites
Collect and provide process improvement feedback to the client
Qualifications
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
Strong Excel/SPSS and Powerpoint skills with ability to weave a story behind huge amounts of data
Preferably with experience in Lean/Six Sigma, COPC, ISO, PMO and the likes
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 report onsite/travel if needed
IBEX Global

Mandaluyong City, Metro Manila
Permanent
Full-time