Business Intelligence Manager

Key skills
Market Research
Analysis
Busines Analysis
Team Management
Bachelor's Degree
BPO
SAS/SPSS
SQL
Leadership
CRM solutions
Project management

Job title: Business Intelligence Manager
Work schedule: Shifting Schedule but primarily mid-shift (shift can start anytime between 12nn-3 pm)
Work set up: Hybrid in Ayala, McKinley, EDSA Greenfield
Salary: Open Budget
Role Type: Individual Contributor
Benefits: HMO(300k per illness/year; no free dependents), PTO Credits of up to 30days on their 5th year, Life and Accident Insurance

Overview:

The Manager, Market and Client Research & Analytics is responsible for leading a team and/or work in an individual contributor in conducting in-depth market research, client analysis, and data-driven insights to support the strategic direction and operational efficiency of the contact center.

This role requires a strong analytical mindset, a deep understanding of the contact center industry, and the ability to translate complex data into actionable recommendations.

Responsibilities:

Market Research and Analysis:
• Conduct comprehensive market research to identify industry trends, customer behaviors, and competitive landscapes
• Analyze market data to identify opportunities for growth, expansion, and service diversification.
• Develop market segmentation and targeting strategies to optimize customer acquisition and retention efforts.

Client Research and Analysis:

• Develop and implement client segmentation and profiling strategies.
• Conduct in-depth client analysis to understand customer needs, preferences, and behaviors.
• Identify key client segments and develop tailored strategies to enhance customer satisfaction and loyalty

Data Analysis and Insights:
• Oversee data collection, cleaning, and preparation for analysis.
• Utilize advanced analytical tools and techniques to extract meaningful insights from data.
• Develop and implement key performance indicators (KPIs) to measure the effectiveness of marketing and customer service initiatives.
• Prepare and present data-driven reports and presentations to executive leadership and stakeholders.

Team Management:
• Lead and mentor a team of research analysts.
• Set clear performance expectations and provide ongoing coaching and development.
• Foster a culture of innovation and continuous improvement within the team.

Collaboration:
• Collaborate with cross-functional teams (e.g., sales, operations, customer service) to ensure alignment and achieve business objectives.
• Build strong relationships with external research partners and data providers.

Qualifications:

• Bachelor’s degree in marketing, Statistics, Economics, or a related field.
• Minimum of 5 years of experience in market research, data analysis, or a related field.
• Proven experience in the contact center industry is preferred.
• Strong analytical skills and ability to interpret complex data.
• Proficiency in data analysis tools and software (e.g., SPSS, SAS, Excel, SQL).
• Excellent communication and presentation skills.
• Strong leadership and team management abilities.

Desired Skills:

• Experience with customer relationship management (CRM) systems.
• Knowledge of statistical modeling and forecasting techniques.
• Experience with project management methodologies.
• By combining market insights, client understanding, and data-driven strategies, the Manager, Market and Client Research & Analytics will play a critical role in driving the success of the contact center.