Manager, Business Intelligence

Tap Growth ai; Cagayan de Oro; Sur place; PHP 1 500 000 - 2 300 000; Plein temps

Résumé du poste

Ubiquity is seeking a Manager, Business Intelligence to own reporting, analytics and data integrity for assigned client accounts. You will lead BI/MIS analysts, drive KPI definitions, and turn operational data into actionable recommendations for Operations, WFM, Quality and Training.

The role expands to additional programs as the scope grows. You will lead end-to-end BI delivery, coach a team, automate data pipelines, and present insights to senior leaders and clients, ensuring high standards

Qualifications

• At least 6 years of experience in business intelligence, MIS or reporting analytics, with at least 3 years in a BPO or contact center environment.
• At least 2 years leading a team of analysts, as a supervisor or manager.
• Advanced SQL and advanced Excel / Google Sheets.
• Experience building dashboards and reports in Looker, Power BI or Tableau.
• Experience extracting and reconciling data from CMS/ACD, WFM, CRM and QA platforms, with strong contact center metrics.
• Track record of automating manual reporting using SQL, scripts or workflow tools.
• Experience owning KPI definitions and data governance so numbers match SOW/client definitions.
• Experience presenting analysis to senior leaders and clients.

Responsabilités

• Own end-to-end MIS and BI delivery for the assigned account: reports, dashboards and scorecards on schedule.
• Maintain KPI definitions and a current KPI dictionary with owners and sign-offs.
• Serve as primary BI/MIS contact for leadership and client reporting questions.
• Lead deep-dive analyses to drive action plans and present business reviews.
• Surface trends, risks and opportunities for leadership.
• Lead, coach and evaluate the BI/MIS analysts; ensure coverage through cross-training.
• Raise standards in SQL, dashboarding and automation.
• Set data standards and automate data pipelines; protect data security and confidentiality.
• Maintain SOPs and version control; manage projects, timelines and budgets.
• Build reusable templates and onboarding playbooks for scalability.

Connaissances

Advanced SQL

Excel/Sheets

Power BI

Looker

Tableau

Dashboarding

Data governance

Team leadership

ETL basics

Python/R familiarity

Formation

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

Outils

Apps Script

VBA

ETL / Data Warehousing

CMS/ACD/CRM

Description du poste

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Manager, Business Intelligence, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

The Business Intelligence / MIS Manager owns reporting, analytics and data integrity for an assigned client account and serves as account leadership's right-hand partner on performance insight. The role leads the account's BI and MIS analysts, makes sure every report and KPI follows SOW definitions and client expectations, and turns operational data into clear recommendations for Operations, Workforce Management, Quality, Training and the client. The role starts with one critical account and is designed to extend to additional programs over time, so the Manager builds standards, automation and documentation that can be reused as the scope grows.

What You’ll Do:

Account Reporting & Performance Ownership

• Own end-to-end MIS and BI delivery for the assigned account: daily, weekly, monthly and quarterly reports, dashboards and scorecards delivered accurately and on time.
• Ensure every reported KPI follows its approved definition, computation logic and SOW requirement, and maintain a current KPI dictionary with owners and sign-offs.
• Act as the primary BI/MIS contact for account leadership, Operations, WFM, Quality and Training, and for client reporting questions.

Analytics & Business Insight

• Lead deep-dive analysis of performance (e.g., volume, AHT, SLA, adherence, occupancy, shrinkage, attrition, quality and CSAT) to find root causes and drive targeted action plans.
• Prepare and present business reviews, executive summaries and recommendations to senior leaders and the client, using clear data storytelling.
• Surface trends, risks and opportunities before leadership has to ask for them.

Team Leadership & Development

• Lead, coach and evaluate the account's BI/MIS analysts: set priorities, balance workload, give regular feedback and build their skills.
• Ensure coverage and continuity through cross-training, documented procedures and a clear backup for every critical report.
• Raise the team's technical and analytical standards in SQL, dashboarding and automation.

Data Quality, Automation & Governance

• Set and enforce data standards, naming conventions and reconciliation checks so reports tie out across source systems (CMS/ACD, WFM, CRM, QA).
• Partner with MIS, IT and BI teams to automate data pipelines and recurring reports, reducing manual handling and turnaround time.
• Protect data security and client confidentiality, and support audit and compliance requests related to reporting.
• Maintain SOPs, process documents and version control for all reporting processes.

Process Improvement & Program Scalability

• Build reusable report templates, KPI frameworks and onboarding playbooks that can be applied to new programs.
• When additional programs are assigned, scope requirements, define KPIs, stand up reporting and hand over to the team with minimal disruption.
• Manage reporting projects and timelines, flag risks early, and keep work within approved budgets and resources.
• Perform other duties that may be requested from time to time.

What We’re Looking For:

• At least 6 years of experience in business intelligence, MIS or reporting analytics, with at least 3 years in a BPO or contact center environment.
• At least 2 years leading a team of analysts, as a supervisor or manager.
• Advanced SQL and advanced Excel / Google Sheets.
• Proven, hands-on experience building dashboards and reports in at least one BI platform (Google Looker, Power BI or Tableau).
• Experience extracting and reconciling data from CMS/ACD, WFM, CRM and QA platforms, with strong command of contact center metrics (AHT, SLA, adherence, occupancy, shrinkage, FCR, CSAT).
• Track record of automating manual reporting to cut cycle time and errors, using SQL, scripts (e.g., Apps Script, VBA) or workflow tools.
• Experience owning KPI definitions and data governance so that reported numbers match SOW and client definitions.
• Experience presenting analysis and recommendations to senior leaders and clients, with the ability to explain technical findings to non-technical audiences.
• Strong project and priority management across competing deadlines and stakeholders.
• Knowledge of Banking Operations, Financial Technology or Customer Experience.
• Working knowledge of workforce management, such as forecasting and capacity planning.
• Exposure to ETL processes, data warehousing, or Python/R for data work.
• Experience supporting more than one program, client or site, or standing up reporting for a new program.
• Familiarity with process improvement methods (e.g., Lean, workflow mapping).

Qualifications Education:

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

Other Preferred Requirements:

• Self-motivator who works well with minimal supervision and takes ownership of outcomes.
• High attention to detail and a proactive problem-solving mindset.
• Composure and sound judgment when handling urgent requests and client escalations.
• Creative, innovative thinking with a focus on scaling automated processes.

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.