Manager, Call Center Business Intelligence & Data Integrity
On-site · Nashville, Tennessee, United States
Job Summary
Lead a team of Call Center Managers and/or Business Managers to drive data-driven decision making, reporting discipline, and governance across the BPS/BPO operations. Build and maintain enterprise Power BI dashboards and data models (DAX, Power Query, SQL) to deliver KPI frameworks and executive insights. Own end-to-end project delivery for BI, reporting modernization, and data quality initiatives using Agile/Waterfall/hybrid methods; establish standards for data integrity, lineage, reconciliation, and audit readiness. Partner with Operations, Finance, IT, and leadership to translate business objectives into measurable metrics, dashboards, and governance practices. Drive change management, training, and self-service analytics adoption; oversee data governance, validation, and accuracy across multiple systems (SQL databases, Excel, CRM, ERP, cloud platforms).
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
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