Data Insights Manager
stafford, midlands, united kingdom
Harnham
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 … 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 More ❯
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