Manager, Call Center Business Intelligence & Data Integrity

Job Description:

The Manager of Data Integrity & Business Intelligence is a leader responsible for driving departmentwide reporting analytics data governance and operational performance. This role ensures the accuracy reliability and strategic use of data while directly leading a team of Operations Managers and/or Business Managers. The position partners closely with Operations Finance IT and Executive Leadership to enable datadriven decisionmaking operational excellence and scalable performance across the BPS/BPO environment.

Key Responsibilities

Operations Management & People Leadership

• Provide direct leadership to a team of Call Center Managers and/or Business Managers ensuring alignment to operational goals performance standards and enterprise priorities.

• Set clear expectations and accountability for service delivery KPI performance data integrity and reporting discipline across operations teams.

• Drive operational excellence through standardized performance management datadriven insights and continuous improvement initiatives.

• Partner with Operations Leadership to translate business objectives into measurable KPIs dashboards and management routines.

• Coach and develop managers to effectively leverage BI insights to improve productivity quality financial performance and client outcomes.

• Foster a culture of accountability data ownership innovation and operational rigor across teams.

• Support workforce planning capacity management and performance optimization through accurate and reliable reporting.

Project Management & Delivery

• Lead endtoend BI reporting and data governance initiatives including scope definition timelines budget risk mitigation and resource planning.

• Manage multiple concurrent initiatives using Agile Waterfall or hybrid delivery methodologies.

• Facilitate project governance forums executive steering committee updates and crossfunctional stakeholder communications.

• Develop and execute roadmaps for reporting modernization automation and data quality initiatives.

• Identify and mitigate risks related to data accuracy system integrations dependencies and operational impact.

• Ensure timely delivery of dashboards reports and reporting process improvements.

• Drive structured change management and adoption of reporting tools and governance standards across operations.

Power BI Development & Analytics

• Design build and maintain enterpriselevel Power BI dashboards scorecards and automated reporting solutions.

• Develop advanced data models using DAX Power Query SQL and industry bestpractice schema designs.

• Deliver executive and operational dashboards with drillthrough functionality trend analysis and actionable insights.

• Optimize performance refresh reliability usability and scalability of BI solutions.

• Establish KPI frameworks aligned to operational financial and strategic business objectives.

• Integrate data from SQL databases Excel CRM ERP workforce management systems APIs and cloud platforms.

• Investigate and resolve reporting discrepancies data anomalies and performance issues.

• Build own and maintain Power BI Dashboards department wide within the Call Center delivery team Training WFM and Call Center QA.

Data Integrity Governance & Quality Assurance

• Establish enforce and mature department data integrity and governance standards.

• Lead reconciliation rootcause analysis and audit activities to ensure reporting accuracy and trust.

• Define standardized KPI definitions metrics dimensions and sourceoftruth logic.

• Partner with IT Operations Finance and Data Engineering teams to resolve data quality issues at the source.

• Maintain data lineage documentation validation workflows refresh controls and exception reporting.

• Implement controls for duplicate prevention missing data detection transformation validation and monitoring.

• Conduct periodic audits to ensure compliance with governance policies and reporting standards.

• Ensure reporting outputs meet executivelevel expectations for accuracy timeliness and completeness.

Stakeholder & Business Partnership

• Translate complex business and operational requirements into scalable BI and governance solutions.

• Serve as a trusted advisor and liaison between Operations Leadership IT Finance and Executive stakeholders.

• Present insights risks trends and recommendations to senior leadership.

• Train managers and leaders on dashboard interpretation KPI logic and data ownership expectations as needed.

• Champion enterprise data literacy and selfservice analytics adoption.

Required Qualifications

• Bachelors degree in Business Information Systems Data Analytics Project Management or related field.

• 5 years of project management experience.

• 5 years of advanced Power BI development and enterprise reporting experience.

• Demonstrated experience leading managers and operational teams.

• Deep expertise in data integrity validation and reporting governance.

• Advanced proficiency in Power BI Desktop & Service DAX Power Query SQL ETL/ELT concepts and data modeling.

• Strong understanding of governance frameworks audit controls and operational analytics.

• Proven ability to lead crossfunctional enterpriselevel reporting transformations.

Preferred Qualifications

• PMP Scrum Master Agile or Data Governance certification.

• Experience supporting call center workforce management finance or operational analytics environments.

• Knowledge of Azure Snowflake SQL Server Databricks or modern cloud data platforms.

• Experience with data quality automation and monitoring tools.

• Familiarity with Power Automate and workflow orchestration.

• Experience supporting regulated or auditdriven environments.

Key Competencies

• Operational leadership & people management

• Strategic project execution

• Power BI architecture & analytics

• Data integrity & governance stewardship

• KPI standardization & performance management

• Executive communication

• Audit readiness

• Continuous improvement

• Crossfunctional influence

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