Job Title: Senior Data Analytics Manager

Location: Quezon City

Job Type: Full-Time

Role Summary

We are seeking an experienced Senior Data Analytics Manager to lead our analytics operations team, drive our data strategy, and translate complex operational and client datasets into actionable insights. In this role, you will bridge the gap between technical data engineering, BPO operations, and executive decision-making overseeing BI infrastructure, operational metrics, predictive modeling, and client-facing performance tracking.

Key Responsibilities

• BPO Team Leadership: Manage, grow, and mentor a high-performing team of data analysts and BI developers within a BPO environment. Set clear operational KPIs, team performance benchmarks, and technical standards.
• Operational & Client Analytics: Design and deliver real-time dashboards for BPO operational metrics (e.g., SLA tracking, workforce utilization, CSAT, AHT, and profitability analysis) to drive internal efficiency and client satisfaction.
• Strategic Roadmap: Partner with executive leadership and client stakeholders to align analytics initiatives with core business goals, defining enterprise reporting frameworks.
• Data Architecture & Governance: Oversee the design and execution of reporting systems and data pipelines in collaboration with Data Engineering. Ensure strict data hygiene, client confidentiality, and compliance.
• Advanced Analytics & Modeling: Drive exploratory data analysis, predictive forecasting, volume modeling, and process optimization to support capacity planning and operational excellence.
• Cross-Functional Influence: Translate complex technical findings into compelling stories and executive-level presentations for internal leadership, operations leads, and external BPO clients.

Qualifications & Experience

• Industry Experience: Direct working experience in the BPO (Business Process Outsourcing) industry required.
• Leadership Experience: 7+ years of total experience in analytics or business intelligence, with at least 3+ years in a direct BPO leadership/people management role.
• Technical Stack: Advanced SQL proficiency; strong hands-on experience with BI tools (Tableau, Power BI, or Looker) and modern data warehouses (Snowflake, BigQuery, or Redshift).
• Programming & Tools: Proficiency in Python or R for statistical analysis, automation, and handling large-scale operational datasets.
• Business Acumen: Demonstrated success applying analytics to optimize BPO operations, manage client expectations, improve margins, and scale service delivery.
• Education: Bachelor’s or Master’s degree in Computer Science, Statistics, Mathematics, Economics, Information Systems, or a related field.