Director of Business Intelligence Workforce Managment

The purpose of this role is to architect and operationalize a data-enabled performance and workforce intelligence function that strengthens CCD’s execution, scalability, and service delivery discipline. The Director is responsible for transforming operational, workforce, and business data into actionable insights, ensuring forecasting and capacity planning accuracy, standardized performance reporting, and effective decision support across Operations, Customer Success, and Finance. This role also drives automation and analytics adoption to improve productivity, transparency, and operational control. This position exists to bridge strategy and daily execution by ensuring BI, WFM, and analytics capabilities operate as an integrated engine, enabling consistent KPIs, reliable planning, and continuous performance improvement as CCD grows across clients and modalities.
📍 Location: Santiago & Santo Domingo, Dominican Republic
What You’ll DoDefine and execute the annual Business Intelligence & Workforce Management roadmap: Align priorities and initiatives with business strategy, ensuring focus on value, impact, and coordinated delivery.Design, implement, and optimize forecasting, staffing, and capacity planning (WFM): Ensure efficient operational coverage by balancing demand vs. capacity to sustain SLAs, cost targets, and productivity.Identify, prioritize, and drive automation and process redesign initiatives (Ops + Support): Reduce manual effort, improve efficiency and operational reliability, and free up capacity for higher-value work.Establish and strengthen data governance practices: definitions, ownership, data quality, and controls: Ensure trust in information, standardized metrics, and responsible data usage across the organization.Develop, standardize, and maintain executive dashboards, reporting, and self-service BI solutions: Increase visibility, KPI consistency, and decision speed through a reliable single source of truth.
What We’re Looking ForBachelor's Degree in Business Administration, Economics, Engineer, and others related fields or experience required.4+ years of progressive experience in Workforce Management within the BPO industryBilingual (Spanish and English)Proficient in Microsoft Office applications.Time Management
Why Join CCD?Be part of a growing, high-performance organizationOpportunity to influence talent development and business resultsCollaborative environment with strong cross-functional exposureContinuous growth and leadership development opportunities
📩 Ready to empower the next generation of talent? Apply now or share your profile with us!