Data-Driven BI & Operations Insight Manager

ibex; Pasig; In loco; PHP 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Multi-LOB experience

Cross-site collaboration

Data-driven improvement

Descrizione del lavoro

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.