BI & MIS Manager — Data Insights that Drive Ops

Ubiquity; Manila; Presencial; PHP 1.200.000 - 2.000.000; Tempo integral

Resumo da vaga

Ubiquity seeks a Manager, Business Intelligence to lead the BI/MIS function for client reporting and performance insights. You will own end-to-end BI delivery, drive data-driven recommendations, and partner with Operations, WFM, Quality and Training to optimize client outcomes.

You will mentor BI/MIS analysts, establish scalable reporting standards, and advance data automation while ensuring data integrity and governance across CMS/ACD, WFM, CRM and QA systems.

Qualificações

• 6+ years of experience in BI, MIS or reporting analytics, with at least 3 years in a BPO or contact center environment.
• 2+ years leading a team of analysts as supervisor or manager.
• Advanced SQL and advanced Excel/Google Sheets.
• Proven hands-on experience building dashboards and reports in Looker, Power BI or Tableau.
• Experience extracting and reconciling data from CMS/ACD, WFM, CRM and QA.
• Track record of automating manual reporting to cut cycle time and errors using SQL, scripts (Apps Script, VBA) or workflow tools.
• Experience owning KPI definitions and data governance to ensure numbers match SOW and client definitions.
• Experience presenting analysis to senior leaders and clients; ability to explain technical findings to non-technical audiences.

Responsabilidades

• Own end-to-end MIS and BI delivery for the assigned account: daily, weekly, monthly and quarterly reports, dashboards, and scorecards.
• Ensure every reported KPI follows its approved definition, computation logic, and SOW requirements; maintain a KPI dictionary.
• Act as the primary BI/MIS contact for account leadership, Operations, WFM, Quality and Training, and client reporting questions.
• Lead deep-dive performance analyses (volume, AHT, SLA, adherence, occupancy, etc.) and present executive summaries and recommendations.
• Develop, coach and evaluate the BI/MIS analysts; manage workload and build skills.
• Create reusable report templates, KPI frameworks, and onboarding playbooks; scale to new programs.

Conhecimentos

Advanced SQL

Advanced Excel/Google Sheets

BI dashboards

Leadership

Data governance

ETL

Python/R for data work

KPI definitions

Data storytelling

Formação

Bachelor's degree in Business, Information Systems, Computer Science, Data Science, Statistics, Industrial Engineering, or related field

Ferramentas

Looker

Power BI

Tableau

Descrição da vaga

Ubiquity seeks a Manager, Business Intelligence to lead the BI/MIS function for client reporting and performance insights. You will own end-to-end BI delivery, drive data-driven recommendations, and partner with Operations, WFM, Quality and Training to optimize client outcomes.

You will mentor BI/MIS analysts, establish scalable reporting standards, and advance data automation while ensuring data integrity and governance across CMS/ACD, WFM, CRM and QA systems.