Strategic BI Partner Lead (Remote/Hybrid)

Ibex Limited; Manila; Hybrid; PHP 1,800,000 - 3,200,000; Full time

Job summary

Ibex Limited is seeking a senior BI/Operations leader to manage client partnerships and drive globally consistent delivery. You will analyze VOC/QA data, coordinate with Training and Recruitment teams, and spearhead data-driven strategies to improve performance across sites.

Ideal candidates will have experience leading both onsite and remote teams, strong Excel/SPSS/PowerPoint skills, and a track record of delivering cost-effective improvements.

Qualifications

• Director-level interest with prior experience preferred.
• Experience managing multiple accounts/programs across diverse industries.
• Experience managing onsite and remote teams across geographies.
• Ability to leverage data analyses to drive improvements in sales, efficiency or customer satisfaction.
• Strong Excel, SPSS and PowerPoint skills with ability to weave a story behind data.
• Preference for Lean/Six Sigma, COPC, ISO, PMO experience.
• Regularly interacts with senior executives; internal and external, local and international.
• Has done start-up implementations as well as redesign/alignment projects.
• Has done skills transfer and personnel development and process improvement projects.
• Excellent communication and presentation skills; proactive and team-oriented.

Responsibilities

• Be the client single point of contact, managing interactions and strategic partnership for the whole organization for the program.
• Ensure client needs are met with high satisfaction while adhering to contractual commitments.
• Identify ongoing opportunities for the program across the employee life cycle.
• Ensure consistency on KPIs (QA, VOC, CX, AHT, RCR) across all sites.
• Partner with clients and internal stakeholders to devise data-driven strategies/action plans.
• Represent BI team at client weekly, monthly and quarterly reviews and during site visits.
• Collaborate with operations to identify opportunities for growth, ensure process compliance and coaching.
• Create detailed project plans with targeted improvements and timelines.
• Work with Instructional Design to develop ad-hoc curriculum and documentation.
• Track performance of new hire metrics and provide feedback to sites.
• Identify tenured agent training needs and aid in module design/revision.
• Contribute to assessment, analysis, planning, and delivery of client QA initiatives.
• Share and implement performance best practices across LOBs and sites.

Skills

Director role interest

Managing multiple accounts/programs

Onsite & remote team management

Data analysis to improve sales/eff效率

Cost-effective resource utilization

Excel, SPSS, PowerPoint

Lean/Six Sigma, COPC, ISO, PMO

Executive interaction

Start-up implementation & redesign

Skills transfer & training development

Strong communication & presentation

Travel readiness

Tools

Excel

PowerPoint

SPSS

Job description

Ibex Limited is seeking a senior BI/Operations leader to manage client partnerships and drive globally consistent delivery. You will analyze VOC/QA data, coordinate with Training and Recruitment teams, and spearhead data-driven strategies to improve performance across sites.

Ideal candidates will have experience leading both onsite and remote teams, strong Excel/SPSS/PowerPoint skills, and a track record of delivering cost-effective improvements.