Data Insights Manager - Contact Centre Location: Salary: Up to £65,000 + £5K Car Allowance + 10% Bonus
The business recently implemented Zendesk to replace its legacy CRM system and is investing heavily in data-led transformation. The Role This is a brand new role reporting into the Senior Data Insights Manager. You'll lead on analytics and insights across the contact centre, managing a team of three data analysts. Key Responsibilities - Lead insights across CRM, telephony, email and chatbot data.
- Own contact centre reporting around operational efficiency, agent performance, and contact volumes.
- Validate and assess the integrity, frequency, and relevance of operational data.
- Support digital and workforce teams to optimise contact handling and promote self-service enablement.
- Amalgamate data sources to form a holistic view across customer contact journeys.
- Work closely with QA, WFM, Digital and BI teams to align metrics and drive continuous improvements.
- Drive performance insight via Zendesk CRM and feed into business recommendations.
Proficiency in SQL and/or Excel; some exposure to R or Python ideal.
- Comfortable working cross-functionally across QA, WFM, BI and Tech teams.
- Excellent data validation and interpretation skills.
Experience with Zendesk or other CRM platforms.
- Data visualisation with Power BI, Tableau, or internal tooling.
Benefits - £5 daily food allowance with access to an on-site restaurant.
- Free on-site gym membership.
- Free parking and flexible start/finish hours.
- Keywords Contact Centre Analytics, Zendesk CRM, SQL, Operational Insight, Agent Performance, Customer Journey Data, Data Insights Manager, Centre Data, BI Analytics, Team Management, Stoke-on-Trent