Reporting and Business Insights Manager

About the role:

The Reporting and Business Insights Manager is responsible for driving data-driven decision-making within the Global Customer Care team. This role ensures accurate, consistent, and timely reporting of key performance indicators (KPIs), customer insights, and Backlog analysis to enhance customer experience and operational efficiency. 

Responsibilities

Data Management & Reporting 

• Own the Global Scorecard and Backlog Scorecard, ensuring transparency and alignment with business objectives
• Manage Backlog analysis and Voice of the Customer (VoC) reporting to identify trends, root causes, and areas for improvement
• Gather, compile, aggregate, and validate data from multiple sources, ensuring the accuracy and accessibility of raw data and submission templates.
• Provide input for CRM development, supporting contact reason identification, reporting capabilities, and future analytics enhancements
• Produce reports in various formats (Excel, PowerPoint, Qlik Sense, Salesforce, etc.) tailored to customer needs and leadership expectations. 

Advanced Analytics & Insights 

• Utilize SQL (Greenplum, DB2, Microsoft SQL Server, Azure), PowerBI and Qlik Sense for advanced data queries and analysis
• Build predictive models (e.g., linear regression, logistic regression) to anticipate future customer needs and optimize call center efficiency
• Provide data-driven insights to enhance self-service strategies and issue resolution processes
• Support ROAR implementation and execution

Process Optimization & Reporting Automation

• Drive automation and centralization of reporting solutions to improve efficiency and reduce manual efforts
• Lead the implementation and enhancement of reporting systems (OCRS) in collaboration with ICT
• Support regional reporting teams in data standardization and alignment to maintain consistency across business units
• Ensure compliance with data privacy and security policies, including strict PII protection and adherence to corporate security protocols 

Stakeholder Engagement & Communication 

• Partner with regional reporting teams, ICT, security, and business leaders to align KPIs and reporting methodologies
• Prepare data-driven insights for Senior Leadership, Regional Heads, and cross-functional teams to support strategic decision-making
• Act as the primary liaison for Global and Regional Reporting Teams, ensuring consistent data governance and alignment

Requirements:

• At least 3 years of experience in similar position. Automotive area is preferred.
• Excellent knowledge of SQL, PowerBI and Qlik Sense 
• Expert level proficiency in Microsoft Business Suite (Excel, PowerPoint, VBA)
• Goal-oriented and self-directed
• Demonstrated enthusiasm and ability to drive change
• Strong communication skills and stakeholder management 

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives