This job offer is not available in your country.

Data Insights Manager

HarnhamStoke-On-Trent, England, United Kingdom

14 days ago

Job type

Full-time

Job description

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.

Create a job alert for this search

Insight Manager • Stoke-On-Trent, England, United Kingdom