Data Insights Manager

Data Insights Manager - Contact Centre

Location: Fully On-Site Tunstall

Salary: Up to £65,000 + £5K Car Allowance + 10% Bonus

We're working with a large-scale enterprise with a global footprint, known for innovation and high-volume operations. The business recently implemented Zendesk to replace its legacy CRM system and is investing heavily in data-led transformation. With over 2,000 contact centre agents and more than 600,000 weekly customer touchpoints, this is a fantastic opportunity to lead insights in a fast-paced, tech-driven environment.

This is a brand new role reporting into the Senior Data Insights Manager. You'll lead on analytics and insights across the contact centre, managing a team of three data analysts. The ideal candidate will bring experience from high-volume contact environments and a passion for operational improvement.

- Lead insights across CRM, telephony, email and chatbot data.

- Own contact centre reporting around operational efficiency, agent performance, and contact volumes.

- Validate and assess the integrity, frequency, and relevance of operational data.

- Support digital and workforce teams to optimise contact handling and promote self-service enablement.

- Amalgamate data sources to form a holistic view across customer contact journeys.

- Work closely with QA, WFM, Digital and BI teams to align metrics and drive continuous improvements.

- Drive performance insight via Zendesk CRM and feed into business recommendations.

Essential:

- Experience managing contact centre analytics in large-scale operations (1000+ agents).

- Proficiency in SQL and/or Excel; some exposure to R or Python ideal.

- Comfortable working cross-functionally across QA, WFM, BI and Tech teams.

- Excellent data validation and interpretation skills.

Desirable:

- Experience with Zendesk or other CRM platforms.

- Background in consumer services, telco, betting, or utilities.

- Data visualisation with Power BI, Tableau, or internal tooling.

- £5 daily food allowance with access to an on-site restaurant.

- Free on-site gym membership.

- Free parking and flexible start/finish hours.

- Ownership of a greenfield function with visible impact across 600,000+ weekly contacts.

Send your CV to Mohammed Buhariwala at Harnham via the Apply link on this page or message directly on LinkedIn.

Contact Centre Analytics, Zendesk CRM, SQL, Operational Insight, Agent Performance, Customer Journey Data, Data Insights Manager, Centre Data, BI Analytics, Team Management, Stoke-on-Trent