Manager – Data Integrity, Business Intelligence, Call Center Operations
Location: Hybrid/Remote in the greater Nashville, TN area
Role Summary
The Manager of Data Integrity & Business Intelligence is a leader responsible for driving department‑wide reporting, analytics, data governance, and operational performance. This role ensures the accuracy, reliability, and strategic use of data while directly leading a team of Operations Managers and/or Business Managers. The position partners closely with Operations, Finance, IT, and Executive Leadership to enable data‑driven decision‑making, operational excellence, and scalable performance across the BPS/BPO environment.
Key Responsibilities
Operations Management & People Leadership
- Provide direct leadership to a team of Call Center Managers and/or Business Managers, ensuring alignment to operational goals, performance standards, and enterprise priorities.
- Set clear expectations and accountability for service delivery, KPI performance, data integrity, and reporting discipline across operations teams.
- Drive operational excellence through standardized performance management, data‑driven insights, and continuous improvement initiatives.
- Partner with Operations Leadership to translate business objectives into measurable KPIs, dashboards, and management routines.
- Coach and develop managers to effectively leverage BI insights to improve productivity, quality, financial performance, and client outcomes.
- Foster a culture of accountability, data ownership, innovation, and operational rigor across teams.
- Support workforce planning, capacity management, and performance optimization through accurate and reliable reporting.
Project Management & Delivery
- Lead end‑to‑end BI, reporting, and data governance initiatives, including scope definition, timelines, budget, risk mitigation, and resource planning.
- Manage multiple concurrent initiatives using Agile, Waterfall, or hybrid delivery methodologies.
- Facilitate project governance forums, executive steering committee updates, and cross‑functional stakeholder communications.
- Develop and execute roadmaps for reporting modernization, automation, and data quality initiatives.
- Identify and mitigate risks related to data accuracy, system integrations, dependencies, and operational impact.
- Ensure timely delivery of dashboards, reports, and reporting process improvements.
- Drive structured change management and adoption of reporting tools and governance standards across operations.
Power BI Development & Analytics
- Design, build, and maintain enterprise‑level Power BI dashboards, scorecards, and automated reporting solutions.
- Develop advanced data models using DAX, Power Query, SQL, and industry best‑practice schema designs.
- Deliver executive and operational dashboards with drill‑through functionality, trend analysis, and actionable insights.
- Optimize performance, refresh reliability, usability, and scalability of BI solutions.
- Establish KPI frameworks aligned to operational, financial, and strategic business objectives.
- Integrate data from SQL databases, Excel, CRM, ERP, workforce management systems, APIs, and cloud platforms.
- Investigate and resolve reporting discrepancies, data anomalies, and performance issues.
- Build, own and maintain Power BI Dashboards department wide within the Call Center delivery team, Training, WFM, and Call Center QA.
Data Integrity, Governance & Quality Assurance
- Establish, enforce, and mature department data integrity and governance standards.
- Lead reconciliation, root‑cause analysis, and audit activities to ensure reporting accuracy and trust.
- Define standardized KPI definitions, metrics, dimensions, and source‑of‑truth logic.
- Partner with IT, Operations, Finance, and Data Engineering teams to resolve data quality issues at the source.
- Maintain data lineage documentation, validation workflows, refresh controls, and exception reporting.
- Implement controls for duplicate prevention, missing data detection, transformation validation, and monitoring.
- Conduct periodic audits to ensure compliance with governance policies and reporting standards.
- Ensure reporting outputs meet executive‑level expectations for accuracy, timeliness, and completeness.
Stakeholder & Business Partnership
- Translate complex business and operational requirements into scalable BI and governance solutions.
- Serve as a trusted advisor and liaison between Operations Leadership, IT, Finance, and Executive stakeholders.
- Present insights, risks, trends, and recommendations to senior leadership.
- Train managers and leaders on dashboard interpretation, KPI logic, and data ownership expectations as needed.
- Champion enterprise data literacy and self‑service analytics adoption.
Required Qualifications
- Bachelor’s degree in Business, Information Systems, Data Analytics, Project Management, or related field.
- 5+ years of project management experience.
- 5+ years of advanced Power BI development and enterprise reporting experience.
- Demonstrated experience leading managers and operational teams.
- Deep expertise in data integrity, validation, and reporting governance.
- Advanced proficiency in Power BI Desktop & Service, DAX, Power Query, SQL, ETL/ELT concepts, and data modeling.
- Strong understanding of governance frameworks, audit controls, and operational analytics.
- Proven ability to lead cross‑functional, enterprise‑level reporting transformations.
Preferred Qualifications
- PMP, Scrum Master, Agile, or Data Governance certification.
- Experience supporting call center, workforce management, finance, or operational analytics environments.
- Knowledge of Azure, Snowflake, SQL Server, Databricks, or modern cloud data platforms.
- Experience with data quality automation and monitoring tools.
- Familiarity with Power Automate and workflow orchestration.
- Experience supporting regulated or audit‑driven environments.
Key Competencies
- Operational leadership & people management
- Strategic project execution
- Power BI architecture & analytics
- Data integrity & governance stewardship
- KPI standardization & performance management
- Executive communication
- Audit readiness
- Continuous improvement
- Cross‑functional influence
