Overview
Data Insights Manager – Contact Centre, Stoke-on-Trent, UK. Lead the analytics and reporting strategy for the Contact Centre. Brand-new role with autonomy to shape how data is used to drive decision-making and improve performance. Manage a team of 3 analysts and collaborate with stakeholders across Operations, Workforce Management, Digital, Tech, and QA. The contact centre is large in scale, with over 2,000 agents and more than 600,000 weekly customer touchpoints.
Responsibilities
* Own Analytics and Reporting strategy for the Contact Centre.
* Manage a team of 3 analysts; ensure metrics are tracked, data is accurate, and insights drive tangible improvements.
* Collaborate with stakeholders across Operations, Workforce Management, Digital, Tech, and QA.
* Consolidate data from multiple sources including CRM (Zendesk), telephony, chatbot and mail.
* Support the wider business in moving toward self-serve analytics for operational data.
* Identify optimization opportunities across the Contact Centre to drive Operational Efficiency and impact.
Your skills and experience
* Experience delivering Insight/Analytics within Contact Centres.
* Technical acumen across coding / data visualization.
Benefits
* Bonus – 10%
How to apply
Please register your interest by sending your CV to Adam Osborne at Harnham via the Apply link on this page.
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