Assistant Manager-Business Intelligence

Business intelligence role delivering dashboards, reporting governance, performance analysis, and actionable insights for voice and virtual customer operations.

Key Responsibilities

Build and maintain dashboards, scorecards, and recurring management reports; analyse service levels, volumes, productivity, complaints, customer trends, digital adoption, campaign results, and operational efficiency; define reporting needs with Operations, WFM, Quality, Process, IT, and business teams; maintain data quality, consistent KPI definitions, and version control; identify root causes and performance gaps; prepare executive summaries and business-review materials; automate reporting where possible; support transformation projects with measurable outcomes; and recommend improvements based on analytics.

Requirements and Qualifications

The listing highlights a bachelor’s degree in business or a related field and experience with contact-centre operations, workforce management, or real-time management. Skills in Power BI, Excel, data visualisation, KPI analysis, reporting automation, and data governance are useful. Candidates should be able to explain complex findings clearly, maintain accurate reporting, collaborate across teams, and convert analysis into practical recommendations. Exact experience requirements should be confirmed with the employer.

Reporting discipline: Every dashboard should have clear KPI definitions, a known data source, an appropriate refresh schedule, and checks that help users trust the results. The role should distinguish correlation from root cause and present limitations where data is incomplete. Insights are most useful when paired with practical actions, owners, and measures of success. Close collaboration with operational teams will help ensure that reporting supports decisions rather than simply adding to the volume of management information.

Skills and Competencies

Strong communication, organisation, problem-solving, attention to detail, teamwork, and sound professional judgement are important. The successful applicant should work effectively with colleagues and stakeholders, maintain accurate records, handle information responsibly, and follow relevant policies and procedures. Specific employment terms, salary, benefits, and work arrangements should be confirmed during the recruitment process.