Asst. Business Intelligence Manager

ibex; Pasig; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex in the Philippines is seeking a data-driven professional to manage client relationships, monitor KPI performance, and provide actionable insights to Operations partners across sites. You will collaborate with onsite and remote teams to drive data-driven action plans and support QA initiatives.

In this role, you will track VOC/CSAT, identify opportunities for performance improvements, and coordinate coaching and process enhancements to boost client satisfaction and overall program results.

Qualifications

• Experience handling multiple LOBs across diverse industries.
• Collaborates with onsite and remote teams across geos.
• Able to leverage data analyses to improve sales, efficiency or customer satisfaction.

Responsibilities

• Ensure client needs are met with high satisfaction while upholding contractual commitments.
• Identify ongoing KPI performance opportunities for the program.
• Drive consistency in KPI delivery across all sites and partner with stakeholders to create data-driven action plans.
• Partner with operations to identify growth opportunities in key metrics, compliance to processes, coaching, and business drivers.
• Collaborate with training on tracking performance of new hire metrics and provide site feedback.
• Identify and address tenured agent training needs with training teams.
• Contribute to assessment, analysis, planning, and delivery of client QA initiatives.
• Analyze weekly VOC/CSAT and follow up with sites on action plans.

Skills

Multi-LOB experience

Cross-site collaboration

Data-driven improvement

Job description

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 sitesPartner 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