Akkodis is a global digital engineering company and Smart Industry leader. Our 50,000 tech experts across 30 countries combine best-in-class technologies and cross industry knowledge to drive purposeful innovation for a more sustainable tomorrow.

With more than 19 years of experience in Bulgaria, we are the most mature Delivery Center of Akkodis. Our over 900 experts deliver technology solutions in IT, Software, Cloud, and Digital fields. Job Description The KPIs 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. The Manager will also play a critical role in supporting strategic initiatives, including AI-driven analytics, reporting automation, and centralized data solutions.

As the main reporting point of contact for Global Customer Care, this position collaborates with regional reporting teams, leadership stakeholders and ICT to ensure data accuracy, consistency, and accessibility. The role also involves data validation and managing reporting automation initiatives Responsibilities:

Data Management & Reporting

• Own and manage the Global Scorecard and Backlog Scorecard, ensuring alignment with business objectives.
• Conduct backlog analysis and Voice of the Customer (VoC) reporting to identify trends, root causes, and areas for improvement.
• Aggregate and validate data from multiple sources to ensure accuracy and accessibility.
• Provide input on CRM development, supporting contact reason identification, and reporting enhancements.
• Create reports in multiple formats (Excel, PowerPoint, Qlik Sense, Salesforce, etc.) tailored to leadership needs.

Advanced Analytics & Insights

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

Process Optimization & Reporting Automation

• Drive automation and centralization of reporting solutions to improve efficiency.
• Lead reporting system enhancements (OCRS) in collaboration with ICT.
• Support regional reporting teams in data standardization and alignment.
• Ensure compliance with data privacy and security policies, including PII protection

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Stakeholder Engagement & Communication

• Collaborate with regional reporting teams, ICT, security, and business leaders to align KPIs and reporting methodologies.
• Present data-driven insights to 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.

Requirements:

• Education: Bachelor’s degree in Data Analytics, Statistics, or a related field (preferred).
• Technical Skills: Strong expertise in SQL, PowerBI, Qlik Sense, and advanced analytics.
• Experience: Proven background in data management, reporting, and automation.
• Problem-Solving: Ability to identify trends, analyze root causes, and develop data-driven solutions.
• Communication: Strong ability to translate complex data into actionable insights for stakeholders.
• Attention to Detail: Ensuring data accuracy, consistency, and security compliance.

What we offer:

• Competitive remuneration package
• Referral bonus program
• 25 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

United by our passion for talent and technology, we look at the world differently. The future won’t wait; it’s time to make incredible happen. Are you ready?