Business Intelligence Manager

6 days ago

Islamabad, Islamabad, Pakistan Touchstone Communications PK Full time

Direct message the job poster from Touchstone Communications PK

Manager HR at Touchstone Communications | Recruitment & Selection | HR Operations | Employee Relations

Company Description

For more than 20 years, Touchstone has provided growing companies with contact & call center solutions that drive growth and quality.

Virtually, every call center in Pakistan has leadership that learned the industry at Touchstone. Today, Touchstone, a U.S. corporation, owns and operates five facilities worldwide having transformed into a data-driven, AI-based enterprise driving innovation, efficiency, and scalability to customers around the globe.

Principal Accountabilities

  • Collect, clean, and organize data from various sources.
  • Maintain and update data warehouses and databases.
  • Analyze data to identify trends, patterns, and insights.
  • Develop and maintain dashboards and reports using BI tools like Tableau, Power BI, or SAP Business Objects.

· Performance Metrics:

  • Monitor key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction scores.
  • Provide insights to improve workflow efficiency and effectiveness.
  • Work closely with IT, management, and other departments to understand their data needs.
  • Communicate findings and recommendations to stakeholders.

· Technical Expertise:

  • Utilize advanced SQL, Python, and other data analytics tools for data extraction and analysis.
  • Design and implement ETL processes to ensure data accuracy and integrity.
  • Create detailed reports and presentations for management.
  • Provide day-to-day support for business analytics and reporting needs.
  • Identify opportunities for process improvements and implement solutions.
  • Stay updated with the latest BI technologies and trends.

Qualifications:

Education: Bachelor's or Master's degree in Computer Science, Business, Engineering, Statistics, or related fields.

Experience: 3 to 5 years of experience in business intelligence, Data analysis in overlapping industry.

Skills: Proficiency in Excel, SQL, Python, and Microsoft BI.

Strong analytical and problem-solving skills. Attention to detail and organizational skills. Excellent communication and collaboration abilities.

Preferred Certifications: ITIL, CSM, ISTQB, or other relevant certifications.

Additional Requirements: Ability to work independently and as part of a team. Flexible working night shifts

Knowledge, Skills, Abilities & Other attributes:

· Degree in Computer Science or related field with additional knowledge of business management.

· Preferred professional certification in leadership & management (PSM, PMP, etc.)

· Analytical skills and strategic thinker

· Tech Savvy and result-oriented

Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
Job function
  • Job functionResearch, Analyst, and Information Technology
  • IndustriesOutsourcing and Offshoring Consulting

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