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:
1. Analyse data across CRM, telephony, chatbot, and email to provide actionable insights
2. Ensure data quality, completeness, and frequency is on point
3. Work with BI, Tech, QA, and Workforce Management teams to deliver value from data
4. Help drive self-service enablement across the contact centre
5. Manage and develop a team of 3 Analysts (prior management experience ideal, but strong Senior Analysts ready to step up are welcome)
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