Manager, Call Center Business Intelligence & Data Integrity

Job Description:

The Manager of Data Integrity & Business Intelligence is a leader responsible for driving department‑wide 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 data‑driven decision‑making, 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, data‑driven 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 end‑to‑end 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 cross‑functional 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 enterprise‑level Power BI dashboards, scorecards, and automated reporting solutions.

• Develop advanced data models using DAX, Power Query, SQL, and industry best‑practice schema designs.

• Deliver executive and operational dashboards with drill‑through 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, root‑cause analysis, and audit activities to ensure reporting accuracy and trust.

• Define standardized KPI definitions, metrics, dimensions, and source‑of‑truth 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 executive‑level 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 self‑service analytics adoption.

Required Qualifications

• Bachelor’s 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 cross‑functional, enterprise‑level 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 audit‑driven 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

• Cross‑functional influence

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