Manager Business Intelligence

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Manager, Business Intelligence, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

The Business Intelligence / MIS Manager owns reporting, analytics and data integrity for an assigned client account and serves as account leadership's right-hand partner on performance insight. The role leads the account's BI and MIS analysts, makes sure every report and KPI follows SOW definitions and client expectations, and turns operational data into clear recommendations for Operations, Workforce Management, Quality, Training and the client. The role starts with one critical account and is designed to extend to additional programs over time, so the Manager builds standards, automation and documentation that can be reused as the scope grows.

What You’ll Do:

Account Reporting & Performance Ownership
● Own end-to-end MIS and BI delivery for the assigned account: daily, weekly, monthly and quarterly reports, dashboards and scorecards delivered accurately and on time.
● Ensure every reported KPI follows its approved definition, computation logic and SOW requirement, and maintain a current KPI dictionary with owners and sign-offs.
● Act as the primary BI/MIS contact for account leadership, Operations, WFM, Quality and Training, and for client reporting questions.

Analytics & Business Insight
● Lead deep-dive analysis of performance (e.g., volume, AHT, SLA, adherence, occupancy, shrinkage, attrition, quality and CSAT) to find root causes and drive targeted action plans.
● Prepare and present business reviews, executive summaries and recommendations to senior leaders and the client, using clear data storytelling.
● Surface trends, risks and opportunities before leadership has to ask for them.

Team Leadership & Development
● Lead, coach and evaluate the account's BI/MIS analysts: set priorities, balance workload, give regular feedback and build their skills.
● Ensure coverage and continuity through cross-training, documented procedures and a clear backup forevery critical report.
● Raise the team's technical and analytical standards in SQL, dashboarding and automation.

Data Quality, Automation & Governance
● Set and enforce data standards, naming conventions and reconciliation checks so reports tie out across
source systems (CMS/ACD, WFM, CRM, QA).
● Partner with MIS, IT and BI teams to automate data pipelines and recurring reports, reducing manual
handling and turnaround time.
● Protect data security and client confidentiality, and support audit and compliance requests related to
reporting.
● Maintain SOPs, process documents and version control for all reporting processes.

Process Improvement & Program Scalability
● Build reusable report templates, KPI frameworks and onboarding playbooks that can be applied to new
programs.
● When additional programs are assigned, scope requirements, define KPIs, stand up reporting and hand
over to the team with minimal disruption.
● Manage reporting projects and timelines, flag risks early, and keep work within approved budgets and
resources.
● Perform other duties that may be requested from time to time.

What We’re Looking For:

● At least 6 years of experience in business intelligence, MIS or reporting analytics, with at least 3 years in a BPO or contact center environment.
● At least 2 years leading a team of analysts, as a supervisor or manager.
● Advanced SQL and advanced Excel / Google Sheets.
● Proven, hands-on experience building dashboards and reports in at least one BI platform (Google Looker, Power BI or Tableau).
● Experience extracting and reconciling data from CMS/ACD, WFM, CRM and QA platforms, with strong command of contact center metrics (AHT, SLA, adherence, occupancy, shrinkage, FCR, CSAT).
● Track record of automating manual reporting to cut cycle time and errors, using SQL, scripts (e.g., Apps Script, VBA) or workflow tools.
● Experience owning KPI definitions and data governance so that reported numbers match SOW and
client definitions.
● Experience presenting analysis and recommendations to senior leaders and clients, with the ability to explain technical findings to non-technical audiences.
● Strong project and priority management across competing deadlines and stakeholders.
● Knowledge of Banking Operations, Financial Technology or Customer Experience.
● Working knowledge of workforce management, such as forecasting and capacity planning.
● Exposure to ETL processes, data warehousing, or Python/R for data work.
● Experience supporting more than one program, client or site, or standing up reporting for a new program.
● Familiarity with process improvement methods (e.g., Lean, workflow mapping).

Qualifications Education:
● Bachelor's degree in Business, Information Systems, Computer Science, Data Science, Statistics, Industrial Engineering, or a related field.

Other Preferred Requirements:
● Self-motivator who works well with minimal supervision and takes ownership of outcomes.
● High attention to detail and a proactive problem-solving mindset.
● Composure and sound judgment when handling urgent requests and client escalations.
● Creative, innovative thinking with a focus on scaling automated processes.

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!