Asst. Business Intelligence Manager

Ibex Limited; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Ibex Limited in Manila is seeking a data-driven Client Performance Analyst to oversee KPI delivery and ensure alignment with contractual commitments across sites.

You will analyze VOC/CSAT, identify opportunities for performance improvements, and collaborate with internal teams and operations to drive data-informed action plans that enhance efficiency and customer satisfaction across our BPO programs.

Qualifications

• Experience in handling multiple LOBs across diverse industries.
• Experience collaborating with onsite and remote teams across geos.
• Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction.

Responsibilities

• Ensure client needs are met with high satisfaction while meeting contractual commitments.
• Identify ongoing KPI performance opportunities for the program.
• Drive consistency in KPI delivery across all sites.
• Partner with internal stakeholders to create data-driven action plans for agents and processes.
• Collaborate with operations to identify growth opportunities in metrics, processes, and coaching.
• Work with training to track performance of new hire metrics and provide feedback.
• Collaborate with training to address tenured agent training needs.
• Contribute to assessment, planning, and delivery of client QA initiatives.
• Analyze weekly VOC/CSAT and coordinate action plans with sites.

Skills

Data analysis

KPI management

BPO knowledge

Stakeholder collaboration

Performance improvement

Job description

Overview

Primary goals include managing the relationships with our internal team members, ensuring consistent KPI performance delivery, providing relevant performance impacting insight to Operations partners, AND coordinating with all units to ensure alignment of strategy aimed at improving performance.

**Is Data Centric

**Can run their own calls

**Have a deep knowledge and experience in BPO

**Spot the opportunities and come up with solutions

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 KPI performance opportunities for the program
• Drive consistency in critical KPI delivery across all sites
• Partner with internal stakeholders to devise data-driven action plans to address opportunities on both agents and processes
• Partner with operations to identify and address opportunities for growth in key metrics, compliance to processes and coaching, and business drivers
• 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
• Contribute to the assessment, analysis, planning, and delivery and of client QA initiatives
• Analyzes weekly VOC/CSAT and follow up with the sites on action plans

Qualifications

• Experience in handling multiple LOBs supporting various diverse industries
• Experience in collaborating with both onsite and remote teams in different sites and geos
• Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction