Business Intelligence Manager – Workforce Management (WFM)

Gratitude Inc

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1 day ago

Business Intelligence Manager – Workforce Management (WFM)

1-3 Year(s)

Manila (Taguig)

Job Description

Key Skills

bpo WFM. OpenAI Codex or Claude Co-work/Code, or any AI initiative tech stack, programming languages Business Intelligence Manager

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Business Intelligence Manager – Workforce Management (WFM)

Location: Fort Bonifacio, Taguig City, Philippines

Work Setup: Hybrid

Schedule: Shifting

Employment Level: Mid-Management

Openings: 1

About the Role

We are seeking an experienced Business Intelligence Manager – WFM to lead business intelligence, analytics, and data-driven initiatives supporting Workforce Management (WFM) and BPO operations.

This role is suited to a BI professional who combines strong analytical and technical expertise with proven people-management experience. The successful candidate will lead specialists, develop data-driven solutions, improve BI processes, and use emerging technologies to support operational and strategic decision-making.

Key Responsibilities

Lead Business Intelligence and analytics initiatives supporting WFM and BPO operations.
Manage, coach, mentor, and develop BI and analytics professionals.
Translate business requirements into effective BI, reporting, analytics, and data solutions.
Develop and improve dashboards, reports, data models, and analytical processes.
Analyze operational data to identify trends, performance gaps, risks, and opportunities.
Partner with WFM, Operations, Technology, and other business stakeholders.
Lead complex BI projects and provide expert recommendations.
Establish and maintain BI processes, standards, documentation, and best practices.
Identify opportunities to use AI, automation, and emerging technologies to improve productivity and decision-making.
Evaluate and implement appropriate technology stacks, programming approaches, and analytical tools.
Present business insights and recommendations to senior stakeholders.
Take ownership of team performance and employee development across the full employee lifecycle.

Non-Negotiable Requirements

1–2+ years of experience in a BI Manager, Business Intelligence Lead, Data Analytics Manager, or similar managerial role.
Strong experience in Business Intelligence and Data Analytics.
Experience in WFM and/or BPO operations is highly preferred.
Knowledge and practical experience using AI tools for coding, analytics, automation, or business solutions, such as OpenAI Codex, Claude Code, or comparable AI technologies.
Strong understanding of technology stacks and programming languages relevant to BI and analytics.
Proven experience managing, coaching, and developing a team.
Strong analytical, problem-solving, communication, and stakeholder-management skills.
Willingness to work a hybrid setup and shifting schedule.
Willingness to work in Fort Bonifacio, Taguig City.

Technical Skills

Experience with some of the following is highly desirable:

SQL
Python
Power BI
Tableau
Data visualization
Data modeling
ETL / data integration
Data warehousing
APIs
Automation
AI-assisted development
Cloud technologies
Workforce Management analytics
BPO reporting and analytics

Ideal Candidate

The ideal candidate is a hands-on BI leader who can bridge the gap between business requirements and technical solutions. You should be comfortable leading a team, working with complex datasets, communicating insights to stakeholders, and exploring AI and automation opportunities to improve BI and WFM processes.

Recruitment Process

Step 1: Candidate Validation

Step 2: Hiring Manager Interview

Pre-Screening Questions

How many years of Business Intelligence experience do you have?
How many years of BI managerial/leadership experience do you have?
What AI tools have you used professionally, and how have you applied them?
Which programming languages and technology stacks are you proficient in?
Which BI tools have you used, such as Power BI, Tableau, or similar platforms?
Do you have experience in WFM or BPO analytics?
How many employees or specialists have you directly managed?
What is the most complex BI or analytics project you have led?
Are you comfortable with a hybrid setup and shifting schedule?
Are you willing to work in Fort Bonifacio, Taguig City?
What is your last drawn salary?
What are your salary expectations?

Important Eligibility Requirement

Former employees of Teleperformance are not eligible for rehire, either directly or through a third party.

Only candidates who meet the core BI, managerial, technical, and AI requirements will be considered.

Role

Analytics Manager

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

Analytics & Business Intelligence

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