Head - Analytics / BI

Role Summary:
We are seeking an experienced and strategic Head of Analytics & Business Intelligence to lead our analytics function. This role will be responsible for developing and executing the company's analytics strategy, driving data-driven decision-making across the organization, and building a high-performing analytics team. You will play a pivotal role in leveraging data to optimize operational efficiency, enhance customer experience, and identify new business opportunities within the BPO/Call Centre domain.

Key Responsibilities:

Develop and implement a comprehensive analytics and BI strategy aligned with business objectives.
Lead, mentor, and grow a team of data analysts, BI developers, and data scientists.
Oversee the design, development, and maintenance of dashboards, reports, and analytical models.
Identify key performance indicators (KPIs) and metrics to track business performance and operational efficiency.
Conduct in-depth analysis of customer data, operational data, and market trends to derive actionable insights.
Collaborate with cross-functional teams (Operations, IT, Sales, Marketing) to understand their data needs and provide analytical solutions.
Champion a data-driven culture throughout the organization.
Ensure data quality, integrity, and governance across all analytics initiatives.
Evaluate and implement new analytics tools and technologies to enhance capabilities.
Present findings and recommendations to senior leadership in a clear and concise manner.