Business Intelligence Manager – Contact Centre Analytics

About the role

Superloop is looking for a highly analytical and detail‑oriented Business Intelligence Manager to lead the MIS Analysts team within the consumer division. You will own the collection, analysis and interpretation of contact‑centre data, turning insights into actionable recommendations that drive data‑driven decision‑making.

Key responsibilities

• Lead the Contact Centre MIS Analytics team.
• Develop and maintain databases and dashboards to ensure timely, accurate decision making.
• Analyse data to identify trends, patterns and improvement opportunities.
• Evaluate automation processes, recommend enhancements and monitor their impact.
• Provide historical data for forecasting call volumes and staffing, supporting workforce planning.
• Prepare clear, concise and visually compelling presentations for management reviews.

Required profile

• Bachelor’s degree in Statistics, IT, Business Analytics or a related field (MBA advantageous).
• 7‑10 years of relevant experience in a similar analytics or BI role.
• Strong leadership, communication and presentation skills.
• Fluency in English.
• Familiarity with contact‑centre technologies and metrics is a plus.

Required skills

• SQL
• Python
• Excel

What we offer

• Quarterly Superstar Awards – recognition for outstanding performance.
• Milestone Gifts & Birthday Cake.
• Referral Bonus for successful talent introductions.
• Fruits & Nuts on Mondays and Wednesdays for a healthy start.
• Monthly engagement events such as cricket matches and other activities.