Description / Requirements

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.

Interview Process: 1st level interview(virtual, on-cam), Assessment(Presentation and Storyboarding), 2nd level interview(Preferable Onsite otherwise Virtual on-cam)

PRE-SCREENING FORM:

• Total years of contact center/ BPO experience:

• Years of relevant experience as Business Intelligence Manager:

• Total years of experience in market research:

• Years of experience in data analysis

• Years of Leadership/ team management experience:

• Highest educational attainment:

• How proficient are you in using data analysis tools and software (e.g., SPSS, SAS, Excel, SQL)?

• Are you amenable to working on a shifting schedule and on a hybrid setup in Ayala Makati, or McKinley Taguig or, EDSA Greenfield Mandaluyong?

• Last drawn salary

• Salary expectation

• Notice period

• Phone screening interview availability: