Manager, Call Center Business Intelligence & Data Integrity

Job Description DXC Technology is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations - helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry‑Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. DXC’s Insurance Software and BPS (ISB) helps insurers around the world modernize and run their core operations at scale by combining deep industry expertise, proven software platforms, and innovative AI‑driven solutions. A global market leader in core insurance platforms, ISB delivers solutions across policy administration, claims, billing, analytics, and digital engagement supporting Life & Annuity, Property & Casualty, and Specialty insurance markets. You’ll directly shape how the world's leading insurers operate by helping to transform the policy, underwriting, and claims systems that millions of people rely on every day. 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 Equal Opportunity Statement DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. 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