Strategic Senior Manager, Business Intelligence

Ibex is looking to source a resource with relevant experience and exposure as per below details :

Is Data Centric

Can run their own calls

Spot the opportunities and come up with solutions

Bring the items on the table and provide recommendation

Duties and Responsibilities

• Responsible for being the client single point of contact, managing client interactions and strategic partnership for the whole organization for the program
• Ensure the client needs are met on an ongoing basis with a high level of client satisfaction while adhering to current client contractual commitments
• Responsible for identifying ongoing opportunities for the program across entire employee life cycle
• Ensure consistency on QA delivery (calibration, monitoring, reporting, etc.) across all sites
• Partner with clients and internal stakeholders to devise data-driven strategies / action plans to address opportunities on both agents and processes
• Represent BI team at all client Weekly, Monthly and Quarterly performance reviews and when possible, site visits
• Partner with operations to identify and address opportunities for growth in key metrics and business drivers
• Create detailed project plans including targeted improvements in performance and timelines to improve speed to proficiency
• Work with the Instructional Development Team to develop ad-hoc curriculum and documentation to address hot-button issues and site deficiencies
• Partner with training on tracking performance of new hire metrics and provide feedback to the sites on areas of opportunity
• Partner with training to identify and address tenured agent training needs and aid in module design / revision
• Contribute to the assessment, analysis, planning, and delivery and of client QA initiatives
• Responsible for sharing and implementation of QA best practices initiatives between all the LOBs and sites
• Collect and provide process improvement feedback to the client
• Analyzes weekly VOC / CSAT and follow up with the sites on action plans

Position Requirement

This position requires 20% travel

This is a senior management level position and requires the ability to function calmly, purposefully, and with good judgment in a high-stress, fast-paced environment. This position must relate well to all personnel, and see him / herself as part of a team whose purpose is to support and provide leadership for our advisors and agents.

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