Data Insights Manager

Data Insights Manager - Contact Centre

Stoke-on-Trent

£55,000-£65,000 + Bonus + Car Allowance

THE COMPANY

A major player in the online services industry is investing heavily in their Customer Operations function. Following the rollout of a new CRM system (Zendesk), they are now hiring a Data Insights Manager to lead the Contact Centre Analytics function, helping to drive operational excellence across a high-volume, multi-channel environment.

THE ROLE

As Data Insights Manager, you will own the analytics and reporting strategy for the Contact Centre. This is a brand-new role with plenty of autonomy to shape how data is used to drive decision-making and improve performance. Managing a team of 3 analysts, you'll work closely with stakeholders across Operations, Workforce Management, Digital, Tech, and QA to ensure the right metrics are being tracked, data is accurate, and insights are driving tangible improvements. The contact centre is significant in scale, with over 2,000 agents and more than 600,000 weekly customer touchpoints - so experience working in large-scale contact centre environments is essential. Your remit will be focused around Operational Efficiency, Contact Volume Analysis, Agent Performance Reporting & Workforce Management Support. You will be responsible for consolidating data from multiple sources, including CRM (Zendesk), telephony, chatbot & mail. Your team will support the wider business in moving towards self-serve analytics for operational data and you will take a pro-active role in identifying optimisation opportunities across the Contact Centre.

YOUR SKILLS AND EXPERIENCE

• Experience delivering Insight/Analytics within Contact Centres
• Some technical acumen, across coding / data viz.

THE BENEFITS

• £65,000 (DoE)
• Bonus - 10%
• Car Allowance - £5K

HOW TO APPLY

Please register your interest by sending your CV to Adam Osborne at Harnham via the Apply link on this page