Manager, Business Intelligence & Insights (TCF)

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Job Description

Manager, Business Intelligence & Insights – Durban

Turn data into direction. Transform insights into impact.

Join Concentrix and become part of a global team that powers the world’s best brands. We’re looking for a commercially minded and experienced Manager, Business Intelligence & Insights to lead our insights function in Durban.

In this role, you’ll lead a team of BI and Insights professionals, partnering with senior stakeholders to transform complex data into actionable recommendations that improve customer experience, operational performance and business results.

This is an opportunity to move beyond traditional reporting and build a proactive insights function that influences decisions, identifies improvement opportunities and delivers measurable business value within a large-scale customer operations environment.

Location: Durban, KwaZulu-Natal
Employment type: Permanent

What you will do in this role

• Drive strategic insights: Develop the BI and Insights roadmap, aligning analytical initiatives with business priorities and commercial objectives.

• Turn data into action: Lead root cause analysis, trend analysis, forecasting and performance diagnostics to identify opportunities to improve productivity, quality, customer experience and financial performance.

• Oversee reporting and analytics: Guide the development of dashboards, KPI frameworks and automated reporting solutions using Power BI, SQL, Excel and Power Query.

• Lead and develop your team: Coach and mentor BI and Insights professionals, build analytical capability and establish best practices that promote quality, innovation and accountability.

• Influence stakeholders: Partner with Operations, Quality, Training, Workforce Management, Finance and client stakeholders to translate findings into clear recommendations and drive informed decisions.

• Drive continuous improvement: Improve data quality, reporting efficiency and dashboard adoption while exploring opportunities to leverage automation, AI and emerging analytics technologies.

Your qualifications and experience

Essential requirements

• Minimum 5 years’ progressive experience in business intelligence, analytics, insights or a related field, including 1–2 years in a leadership role.

• Proven experience leading and developing analytical or insights teams.

• Strong proficiency in Power BI, SQL, Excel, Power Query and data visualisation.

• Experience in dashboard design, KPI development, data modelling, forecasting, trend analysis and root cause analysis.

• Demonstrated ability to translate data into actionable business recommendations and measurable improvements.

• Strong communication, storytelling and stakeholder management skills, including the ability to influence senior leaders and explain complex findings to non-technical audiences.

• Strong commercial acumen and experience connecting insights to operational and financial outcomes.

• Knowledge of structured problem-solving methodologies such as Lean Six Sigma or DMAIC.

• High proficiency in Microsoft Office, particularly Excel and PowerPoint.

Advantageous

• Experience in a contact centre, BPO, customer experience or similarly complex operational environment.

• Familiarity with Python, R, predictive analytics or machine learning.

• Exposure to data architecture, reporting automation, AI or low-code/no-code solutions.

• Client-facing experience in a service-oriented environment.

What will make you successful?

• Strategic thinking: You look beyond the numbers to identify what is driving performance and what needs to change.

• Business impact: You turn insights into practical recommendations that deliver measurable results.

• Leadership: You build a capable, high-performing team and encourage continuous learning.

• Influence: You communicate clearly, challenge existing thinking and gain stakeholder buy-in.

• Technical expertise: You can guide analytical delivery while keeping business priorities at the centre.

What will success look like?

Within your first 6–12 months, you will be expected to establish a proactive insights function, improve reporting automation and dashboard adoption, strengthen team capability, and deliver actionable recommendations that drive measurable improvements in operational, customer and financial performance.

What’s in it for you?

• A permanent opportunity to lead a business-critical insights function.

• Exposure to senior stakeholders and strategic business decisions.

• The opportunity to develop a high-performing team and influence operational performance.

• Career growth within a global organization that values innovation and continuous improvement.

Power the best version of you!

As part of our commitment to the Employment Equity Act and Concentrix South Africa’s Employment Equity Plan, preference will be given to candidates from designated groups in alignment with the Company’s EE Sectoral Targets and Affirmative Action measures. This approach supports our goal of promoting fair representation and diversity within the workplace.

Concentrix is committed to providing reasonable accommodation to qualified individuals with disabilities and to ensuring an inclusive recruitment process.

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