Data Insights Manager

Data Insights Manager – Contact Centre Stoke-on-Trent | On-Site Only (No Hybrid / Flex) Up to £65,000 10% Bonus £5K Car Allowance We’re working with a leading business looking to hire a Data Insights Manager to lead their Contact Centre analytics strategy. This is a brand-new role , offering real autonomy and visibility, reporting directly into the Senior Data Insights Manager. What You’ll Own : You’ll be the go-to expert for all things Contact Centre data – identifying trends, tracking performance, and recommending improvements across : Operational efficiency Contact volume & traffic Agent productivity & performance Workforce management metrics Key Responsibilities : Analyse data across CRM, telephony, chatbot, and email to provide actionable insights Ensure data quality, completeness, and frequency is on point Work with BI, Tech, QA, and Workforce Management teams to deliver value from data Help drive self-service enablement across the contact centre Manage and develop a team of 3 Analysts (prior management experience ideal, but strong Senior Analysts ready to step up are welcome) What You’ll Need : Experience in a high-volume contact centre (thousands of agents / hundreds of thousands of touchpoints weekly) Strong analytics background – able to manipulate and interrogate data Hands-on with tools like SQL , Excel , Python / R Exposure to data visualisation tools (Power BI, Tableau, etc.) Collaborative mindset and a strategic view of how data can drive performance Interview Process : Initial 30-min call with HR Final stage : On-site interview with the leadership team Please register your interest by sending your CV to Lauren McAlister via the Apply link on this page.