? 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
* 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.
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Created on 22/08/2025 by JR United Kingdom
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