Intelligence Manager (Data Analysis and KPIs)

Description

Position Summary: Leads the Contact Center operational intelligence strategy, optimizing processes and enabling data-driven decision making. Key Highlights: 1. Leadership in Contact Center operational intelligence 2. Process optimization and data-driven decision making 3. Management and development of analyst teams Contact Center Intelligence Manager Position Objective Lead the Contact Center operational intelligence strategy through advanced data analysis, information automation, and KPI management, ensuring operational efficiency and achievement of business objectives. This role coordinates and develops an analyst team, driving process optimization, data-driven decision making, and continuous improvement in Contact Center operations. Main Responsibilities Lead analysis of Contact Center operational and business KPIs. Design and implement report automation and data analysis processes to enhance decision making. Manage and develop specialized operational intelligence analyst teams. Analyze databases, advisor performance, and operational results to identify opportunities for operational improvement. Oversee internal Contact Center operations and external vendor operations, ensuring achievement of established objectives. Develop data analytics–based strategies to improve efficiency and business outcomes. Implement improvements in management systems, operational processes, and analytical tools. Requirements Experience leading analysis or intelligence teams in a Contact Center environment. Experience in data analysis, operational KPIs, and process optimization. Knowledge of report automation, database management, and analytical tools. Experience working with operational and business KPIs. Leadership, analytical thinking, and data-driven decision-making skills. We Offer Gross monthly salary: $37,890 Quarterly bonus for objective achievement, equivalent to one month’s salary. Statutory benefits from day one. 1% savings fund contribution. Grocery vouchers of $1,700 starting from plant assignment. Educational scholarships available from the sixth month. Work Modality: On-site Working Hours: Monday to Friday, 09:00–18:00 hrs, and half-day Saturdays (as required by operational needs).-Requirements- Minimum Education: Higher education – Bachelor’s degree 5 years of experience Age: between 30 and 45 years Keywords: leader, supervisor, manager, director, chief, lead, leadership, regent, data