About

• 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 the process of the daily operations.
• Provide actionable insights and recommendations directly 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 all reporting and analytics.
• Stay ahead of BI trends, applying predictive analytics, AI, and automation where relevant.

• 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.
• Foster a culture of continuous improvement, innovation, and out-of-the-box thinking through coaching and mentorship.

• 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 are achieved while keeping operational costs optimized.
• Develop and manage incentive structures to drive motivation and performance.
• Track attrition, implement early-warning systems, and conduct regular team audits.
• Cultivate a mindset of flexibility & adaptability to navigate business & process changes efficiently.

• 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).