Business Intelligence Manager – WFM

Job Overview

We are looking for an experienced Business Intelligence Manager with strong Workforce Management (WFM) and business intelligence expertise to lead specialized BI initiatives, develop solutions for complex business requirements, and drive data-led operational improvements.

The ideal candidate should have managerial experience in Business Intelligence, strong knowledge of technology and programming, and practical exposure to AI tools or AI-driven initiatives. The role will involve leading specialists, making key decisions within the area of expertise, and translating business requirements into effective technical and analytical solutions.

Key Responsibilities

• Lead Business Intelligence and WFM-related initiatives, projects, processes, and activities.

• Act as a subject matter expert and final decision-maker within the assigned area of expertise.

• Drive the development and implementation of new solutions for complex business and operational requirements.

• Analyze business and workforce data to identify trends, opportunities, and areas for improvement.

• Develop and implement short- to medium-term BI activities aligned with departmental strategy.

• Establish and maintain appropriate policies, processes, standards, and best practices.

• Lead and manage a team of BI/WFM specialists and provide direction on day-to-day priorities.

• Take responsibility for team performance, coaching, mentoring, training, and employee development.

• Collaborate with stakeholders and related disciplines to deliver effective BI and WFM solutions.

• Identify opportunities to leverage technology, programming, automation, and AI initiatives to improve business processes.

• Support complex projects and ensure timely execution of tactical business objectives.

• Provide expert guidance and recommendations to management and business stakeholders.

• Promote continuous improvement, innovation, and data-driven decision-making.

Non-Negotiable Requirements

• At least 1–2 years of experience in a managerial role within Business Intelligence.

• Knowledge or professional exposure to AI tools and AI initiatives, including OpenAI Codex, Claude, or similar AI-assisted development/productivity tools.

• Strong understanding of technology stacks and programming languages.

• Experience leading, coaching, mentoring, and managing BI or analytics professionals.

• Strong analytical, problem-solving, decision-making, and stakeholder management skills.

• Ability to work effectively in a hybrid and shifting work environment.

Technical & Professional Skills

• Business Intelligence and Analytics

• Workforce Management / WFM Analytics

• Data Analysis and Reporting

• Programming and Technology Stacks

• AI Tools and AI-Assisted Development

• Process Improvement

• Solution Development

• Team Leadership and People Management

• Business Strategy and Tactical Planning

• Stakeholder Management

Education

• Bachelor's degree in Business Intelligence, Information Technology, Computer Science, Data Analytics, Business, Engineering, or a related field is preferred.

Work Requirements

• Willingness to work in a hybrid setup.

• Willingness to work on a shifting schedule.

• Strong ability to manage multiple priorities and complex projects.

• Ability to work independently while providing leadership and direction to the team.

Eligibility

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