Operations Intelligence Lead — Power BI & SQL Analytics

Connext; Angeles; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Life insurance

HMO Insurance

Annual Increase

Mid-Year Bonus!

Competitive compensation

Job summary

Connext, a dedicated team of BPO experts, seeks a Business Intelligence Manager to join the Angeles, Pampanga operations. You will lead centralized analytics, transform data into insights, and build executive dashboards using Power BI and SQL-based analysis.

You will oversee the analytics team, collaborate with Operations, IT, and leadership, and deliver recurring and ad-hoc reports to drive performance, efficiency, and governance across the organization.

Qualifications

• Minimum of three (3) years of experience in operations analytics, reporting, or workforce analytics.
• Experience in Power BI dashboard development.
• Experience in SQL for data extraction and analysis.
• Experience working with operational monitoring platforms, workforce data systems, or uptime monitoring tools.
• Must have stable employment history.
• Experience integrating and analyzing datasets from multiple operational systems.
• Proficiency in Power BI including dashboard creation, data modeling, DAX measures, and automated reporting.
• Experience designing executive-level dashboards and leadership reporting using Power BI.
• Demonstrates strong SQL skills for data extraction, validation, and analysis.
• Demonstrates the ability to translate complex data into actionable operational insights.
• Demonstrates strong analytical, problem-solving, and troubleshooting skills.
• Demonstrates the ability to manage multiple priorities in a fast-paced operational environment.
• Clear and coherent both written and verbal communication skills in English.

Responsibilities

• Oversee daily operations of the Connext Operations Center to ensure continuous monitoring of workforce availability and downtime.
• Develop automated reporting workflows to improve operational analytics efficiency.
• Utilize uptime monitoring tools to detect scheduled and unscheduled operational disruptions.
• Review, validate, and elevate downtime incidents to ensure timely resolution.
• Communicate operational disruptions and incident updates to stakeholders, including leadership and technical teams.
• Coordinate with operations, IT, and leadership teams to implement recovery plans and temporary solutions.
• Lead operational reporting and analytics initiatives across business units.
• Design, build, and maintain Power BI dashboards for workforce monitoring, downtime tracking, and performance metrics.
• Consolidate and analyze operational data from systems such as UMT, MegaTool, Sprout, and other reporting platforms.
• Deliver recurring and ad-hoc reports to executives and operational leaders.
• Identify trends, risks, and operational inefficiencies through data analysis.
• Ensure accuracy, consistency, and integrity of operational data across reports and dashboards.
• Develop reporting frameworks and standardized metrics for operational monitoring.
• Validate data sources and troubleshoot discrepancies across systems.
• Lead and mentor the COC analytics and monitoring team.
• Define team priorities, schedules, and operational responsibilities.
• Review team outputs and ensure quality, responsiveness, and accuracy.
• Identify training needs and support professional development.
• Improve COC workflows, escalation processes, and operational reporting standards.
• Develop SOPs, escalation matrices, and reporting documentation.
• Identify operational risks and implement corrective or preventive actions.
• Support audit readiness and operational reporting governance initiatives.
• Partner with Operations, IT, HR, and leadership teams to resolve operational issues.
• Translate operational data into actionable insights for leadership decision-making.
• Support client-facing teams with operational reporting and incident communication.

Skills

Power BI

SQL

Operations analytics

Dashboard development

Executive reporting

English communication

Tools

Uptime monitoring tools

Operational monitoring platforms

Job description

Connext, a dedicated team of BPO experts, seeks a Business Intelligence Manager to join the Angeles, Pampanga operations. You will lead centralized analytics, transform data into insights, and build executive dashboards using Power BI and SQL-based analysis.

You will oversee the analytics team, collaborate with Operations, IT, and leadership, and deliver recurring and ad-hoc reports to drive performance, efficiency, and governance across the organization.