Job Title: Position Manager, Business Intelligence & Insights Job Description JOB PURPOSE To lead the strategic development, governance, and delivery of data-driven insight solutions across key client accounts, positioning the organization as a value-adding partner within the outsourced contact center market. This senior role is accountable for translating complex datasets into meaningful, commercially impactful strategies, and guiding a high-performing team of Insight Analysts. The role requires balancing hands-on analytics with visionary leadership to embed an insights-led decision-making culture across operations and client engagement teams. Job Description ACCOUNTABILITIES & DELIVERABLES Strategic Insight Leadership Set the vision and roadmap for analytics and insight delivery in collaboration with client stakeholders and internal leadership. Define and prioritize insight initiatives that align with commercial goals, customer experience enhancement, and operational efficiencies. Lead complex analytical engagements and synthesize cross-functional data into strategic narratives and actionable recommendations. Team Management & Capability Building Manage, mentor, and develop a team of Insight Analysts, ensuring continuous skill development, performance management, and innovation adoption. Foster a high-performance culture focused on quality, curiosity, and business impact. Create knowledge-sharing mechanisms and standardized best practices for scalable insight generation. Advanced Data Analysis & Interpretation Guide advanced analytics initiatives, including segmentation, predictive modeling, and root cause analysis using statistical and machine learning techniques. Ensure outputs are business-relevant, actionable, and aligned with stakeholder needs. Champion data quality and governance practices across all reporting and analytical workstreams. Reporting, Storytelling & Influence Oversee the creation and evolution of dashboards, executive scorecards, and data storytelling frameworks using tools such as Power BI, Tableau, SQL, and Python/R. Translate analytical findings into compelling stories that influence executive decision-making. Communicate insights in a way that drives understanding and action across both technical and operational stakeholders. Stakeholder Engagement & Client Advisory Act as a trusted advisor to senior client stakeholders, providing proactive insight that influences strategic direction and operational priorities. Lead insight workshops, business reviews, and governance forums to track delivery impact and ensure continuous alignment with business goals. Build relationships across functional domains to drive adoption and implementation of insight-led initiatives. Operational & Performance Optimization Embed insight into performance management processes, enabling root cause resolution, forecasting accuracy, and continuous improvement cycles. Drive the development and adoption of automated reporting and analytics solutions to improve speed, reliability, and scalability of insights delivery. Identify and champion opportunities for innovation, including 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 at least 2 years in a leadership or senior advisory role. Demonstrated ability to lead and grow high-performing analytical teams. Proficient in Power BI, Tableau, SQL, and statistical software such as Python or R. Deep understanding of statistical modeling, forecasting, and data mining techniques. Experience applying Lean Six Sigma, DMAIC, or other structured problem-solving frameworks. Strong executive communication and storytelling skills; able to simplify complexity for diverse audiences. Proven ability to influence business strategy through data and deliver measurable impact. Experience working in or with large-scale contact center environments is advantageous. Familiarity with modern data architecture and automation technologies (e.g., LCNC platforms, AI tools) is a plus. High level of proficiency in Microsoft Office Suite (Excel, PowerPoint, Word). Strong commercial acumen and client-facing experience in a fast-paced, service-driven environment. **ACCOUNTABILITIES & DELIVERABLES** **Strategic Insight Leadership** + Set the vision and roadmap for analytics and insight delivery in collaboration with client stakeholders and internal leadership. + Define and prioritize insight initiatives that align with commercial goals, customer experience enhancement, and operational efficiencies. + Lead complex analytical engagements and synthesize cross-functional data into strategic narratives and actionable recommendations. **Team Management & Capability Building** + Manage, mentor, and develop a team of Insight Analysts, ensuring continuous skill development, performance management, and innovation adoption. + Foster a high-performance culture focused on quality, curiosity, and business impact. + Create knowledge-sharing mechanisms and standardized best practices for scalable insight generation. **Advanced Data Analysis & Interpretation** + Guide advanced analytics initiatives, including segmentation, predictive modeling, and root cause analysis using statistical and machine learning techniques. + Ensure outputs are business-relevant, actionable, and aligned with stakeholder needs. + Champion data quality and governance practices across all reporting and analytical workstreams. **Reporting, Storytelling & Influence** + Oversee the creation and evolution of dashboards, executive scorecards, and data storytelling frameworks using tools such as Power BI, Tableau, SQL, and Python/R. + Translate analytical findings into compelling stories that influence executive decision-making. + Communicate insights in a way that drives understanding and action across both technical and operational stakeholders. **Stakeholder Engagement & Client Advisory** + Act as a trusted advisor to senior client stakeholders, providing proactive insight that influences strategic direction and operational priorities. + Lead insight workshops, business reviews, and governance forums to track delivery impact and ensure continuous alignment with business goals. + Build relationships across functional domains to drive adoption and implementation of insight-led initiatives. **Operational & Performance Optimization** + Embed insight into performance management processes, enabling root cause resolution, forecasting accuracy, and continuous improvement cycles. + Drive the development and adoption of automated reporting and analytics solutions to improve speed, reliability, and scalability of insights delivery. + Identify and champion opportunities for innovation, including 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 at least 2 years in a leadership or senior advisory role. + Demonstrated ability to lead and grow high-performing analytical teams. + Proficient in Power BI, Tableau, SQL, and statistical software such as Python or R. + Deep understanding of statistical modeling, forecasting, and data mining techniques. + Experience applying Lean Six Sigma, DMAIC, or other structured problem-solving frameworks. + Strong executive communication and storytelling skills; able to simplify complexity for diverse audiences. + Proven ability to influence business strategy through data and deliver measurable impact. + Experience working in or with large-scale contact center environments is advantageous. + Familiarity with modern data architecture and automation technologies (e.g., LCNC platforms, AI tools) is a plus. + High level of proficiency in Microsoft Office Suite (Excel, PowerPoint, Word). + Strong commercial acumen and client-facing experience in a fast-paced, service-driven environment. Location: ZAF Durban - 2 Ncondo Place, Ridgeside Drive, Umhlanga Ridge Language Requirements: Time Type: Full time2025-06-15 **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**