Description
The Assistant Manager Business Intelligence will develop and govern business intelligence, dashboards, reports, scorecards, KPI frameworks, and data-driven recommendations for Voice and Virtual operations. The role partners with Operations, WFM, Quality, Process, IT, and business teams; analyzes service levels, productivity, customer trends, quality, and operational performance; supports forecasting, capacity planning, workforce optimization, and transformation initiatives; and uses Power BI, Excel, Genesys Cloud/Engage, and other contact-center systems to automate reporting and improve decision-making.
