Manager, Business Intelligence & Insights (TCF)

Job Title:

Manager, Business Intelligence & Insights (TCF)

Job Description

Are you ready to lead the charge in transforming data into strategic insights? As a Senior Strategic Insight Leader, you'll drive the development, governance, and delivery of data-driven solutions across key client accounts. Your role will position our organization as a premier partner in the outsourced contact center market, translating complex datasets into impactful strategies while guiding a high-performing team of Insight Analysts. This role demands a blend of hands-on analytics expertise and visionary leadership to foster an insights-led decision-making culture across operations and client engagement teams.

Key Responsibilities

Strategic Insight Leadership

• Articulate the vision and roadmap for analytics and insight delivery in partnership with client stakeholders and internal leaders.
• Define and prioritize initiatives that align with commercial goals, enhance customer experiences, and improve operational efficiencies.
• Lead complex analytical projects, synthesizing data into strategic narratives and actionable recommendations.

Team Management & Capability Building

• Manage and mentor a team of Insight Analysts, focusing on skill development, performance, and innovation.
• Cultivate a high-performance culture centered on quality, curiosity, and business impact.
• Implement knowledge-sharing mechanisms and best practices for scalable insight generation.

Advanced Data Analysis & Interpretation

• Direct advanced analytics efforts, including segmentation, predictive modeling, and root cause analysis using statistical and machine learning techniques.
• Ensure outputs are actionable and meet stakeholder needs.
• Promote data quality and governance across all analytical workstreams.

Reporting, Storytelling & Influence

• Oversee the development of dashboards, executive scorecards, and data storytelling frameworks using tools like Power BI, Tableau, SQL, and Python/R.
• Transform analytical findings into compelling stories that guide executive decision-making.
• Communicate insights clearly to drive understanding and action among technical and operational stakeholders.

Stakeholder Engagement & Client Advisory

• Serve as a trusted advisor to senior client stakeholders, influencing strategic direction with proactive insights.
• Lead insight workshops, business reviews, and governance forums to maintain alignment with business goals.
• Forge relationships across functional domains to drive the adoption of insight-led initiatives.

Operational & Performance Optimization

• Integrate insights into performance management for effective root cause resolution, forecasting, and continuous improvement.
• Spearhead the development of automated reporting and analytics solutions for improved speed and scalability.
• Advocate for innovation through low-code/no-code automation, AI integration, and advanced analytics.

Person Specification

• Minimum 5 years of progressive experience in analytics, insights, or business intelligence, with 1-2 years in a leadership role.
• Proven ability to lead and develop high-performing analytical teams.
• Proficiency in Power BI, Tableau, SQL, and statistical software such as Python or R.
• Expertise in statistical modeling, forecasting, and data mining techniques.
• Experience with Lean Six Sigma, DMAIC, or structured problem-solving frameworks.
• Exceptional communication and storytelling skills; able to simplify complexity for diverse audiences.
• Demonstrated impact on business strategy through data insights.
• Experience in large-scale contact center environments is advantageous.
• Familiarity with modern data architecture and automation technologies is a plus.
• High proficiency with Microsoft Office Suite (Excel, PowerPoint, Word).
• Strong commercial acumen and client-facing experience in a dynamic, service-oriented environment.

Location:

ZAF Cape Town - 10 Rua, Da Gama St, Foreshore, Cape Town

Language Requirements:

Time Type:

Full time