WorkNomads

Project Manager – Strategic and Business Intelligence

WorkNomads

full-time

Posted on:

Origin:  • 🇧🇬 Bulgaria

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Job Level

SeniorLead

Tech Stack

CloudTableau

About the role

  • Act as a strategic and analytically driven leader supporting a key client in the fintech BPO sector across multiple European markets
  • Design, manage & validate sales performance reports, campaign dashboards, and customer insights to guide strategic decision-making
  • Design data collection strategies & experimental set-ups to gather additional customer insights in daily operations
  • Provide actionable insights and recommendations to the client’s leadership; implement process improvements internally to drive sales growth
  • Collaborate with ICT teams to implement global BI processes, tools, and metrics across the European sales region
  • Safeguard & validate accuracy, integrity, and timeliness of reporting and analytics
  • Apply predictive analytics, AI, and automation where relevant to BI trends
  • Partner with European sales leaders to define strategic and tactical growth plans aligned with client priorities
  • Set, maintain and calibrate KPIs in collaboration with internal stakeholders & the client
  • Analyze performance metrics, identify process gaps, and collaborate with Sales Operations, ICT, Quality, and Training teams on improvements
  • Represent the business in weekly, monthly, and quarterly reviews with client operations
  • Work closely with country SPOCs, Workforce Management (WFM), and Recruitment teams to align resource planning with sales and operational objectives
  • Lead transformation initiatives focused on efficiency, cost optimization, and performance enhancement
  • Drive digital innovation and process automation to streamline sales and support functions
  • Monitor project milestones, mitigate risks, and ensure delivery in line with broader business objectives
  • Oversee a diverse team of operations managers, team leads, WFM specialists & subject matter experts
  • Take full ownership of team performance and strategic outcomes; ensure revenue targets while optimizing operational costs
  • Develop and manage incentive structures, track attrition, implement early-warning systems, and conduct regular team audits
  • Foster a culture of continuous improvement, innovation, and out-of-the-box thinking through coaching and mentorship

Requirements

  • 7+ years’ experience in Business Intelligence, Sales Strategy, or Process Excellence, ideally in the BPO/fintech sector
  • Proven track record managing diverse & cross-functional teams
  • Strong understanding of BPO operations, including Workforce Management (WFM) and Quality Assurance (QA)
  • Proven expertise with Salesforce; knowledge of Genesys Cloud & Odoo is a plus
  • Strong proven affinity with Excel and PowerBI (or other analytical tool kits, such as Tableau and SPSS)
  • Solid knowledge of statistics, predictive analytics, and AI applications
  • Working understanding of IT infrastructure & ability to write out business requirements for innovations & software solutions
  • Resilient & flexible mindset; capable of operating efficiently under client & time pressure; strong focus on meeting deadlines & delivering projects on track
  • Financial acumen & good understanding of key financial metrics & indicators
  • Exceptional analytical, communication, and stakeholder management skills
  • Creative, out-of-the-box thinker with the ability to dive deep into complex challenges
  • Bachelor’s degree in Business, Engineering, Finance or another field with strong focus on analytics & data analytics (Master's preferred)
  • Fluent in English; proficiency in additional European languages is a strong plus
  • Ability to travel to the client location and WN LAB Hotel in Sofia on regular basis (min 1 week per month).