Senior Manager Business Intelligence /Data Analyst Customer Exp

Grade- Sr Manager

Job Position Summary

1. We are seeking an experienced and highly skilled Senior Manager or Deputy General Manager in MIS and Business Intelligence (BI) to lead our Customer Experience (CX) teams in data management, analytics, and BI initiatives.

2. The ideal candidate should possess strong proficiency in Power BI and other BI tools, with a proven track record in driving automation projects and system integration.

3. Familiarity with COPC metrics, call center performance metrics, capacity planning, and budgeting is essential.

4. The candidate must excel in data structuring, conducting comprehensive analyses, and providing actionable insights to support strategic decision-making.

5. Integrating Artificial Intelligence (AI) into MIS and BI roles will significantly enhance data analysis, decision-making, and automation processes.

Key responsibilities :

1. Leadership and Strategy

• Lead the MIS and BI team, providing strategic direction and guidance to achieve CX objectives.
• Develop and implement data management and analytics strategies aligned with business goals.
• Drive continuous improvement in data processes, systems, and reporting capabilities.

2. BI Tools and Technology

• Utilize expertise in Power BI and other BI tools such as Python, Tableau, and Google Data Studio to develop and maintain interactive dashboards, reports, and data visualizations.
• Evaluate emerging BI technologies and recommend tools to enhance data analysis and reporting efficiency.
• Create interactive dashboards and reports enriched with AI-driven insights.

3. Automation and System Integration

• Lead automation projects to streamline data processes and improve operational efficiency.
• Collaborate with IT teams to ensure seamless integration of BI solutions with existing systems and platforms.

4. AI Integration and Strategy

• Lead the integration of AI technologies into MIS and BI processes, including data collection, analysis, and reporting.
• Develop and implement AI strategies aligned with business objectives to enhance decision-making and operational efficiency.

5. Data Management and Analysis

• Oversee the collection, cleansing, and structuring of data from various sources to ensure accuracy and reliability.
• Conduct in-depth data analysis to identify trends, patterns, and insights relevant to business performance.

6. Performance Metrics and Insights

• Possess a strong understanding of COPC metrics or call center performance metrics to drive performance improvements.
• Translate data insights into actionable recommendations to optimize business processes and customer experiences.

7. CUIKA Data

• Possess the ability to effectively structure the collection, analysis, and utilization of performance data. This requires a deep understanding of data sources, as well as the science of measurements and metrics.
• Demonstrate proficiency in advanced Excel, recognizing that not all data may be structured in the most desirable way.

Desired Qualification & Work experience:

1. Bachelors or masters degree in Computer Science, Engineering, Information Systems, Business Administration, Finance or a related field.

2. Proven experience (2-4 years) in a similar role with demonstrated expertise in MIS, BI, and data analytics.

3. Strong project management skills with experience leading automation and system integration projects.

4. 8-10 years experience in data analytics.

Functional skills & knowledge:

1. Proficiency in Power BI and other BI tools, with the ability to design and develop complex reports and dashboards.

2. Excellent analytical skills with the ability to interpret data and generate meaningful insights.

3. In-depth knowledge of CX & call center performance metrics

4. Has a good understanding of AI and has used it in the past effectively

5. The candidate should excel in structuring data, conducting thorough analyses, and providing actionable insights to drive strategic decision-making.

Behavioral / Leadership Skills

1. Takes initiative

2. Collaboration and networking

3. Result orientation

4. Problem solving

5. People and team leadership

6. Coaching and mentoring

Preferred candidate profile