Contact Centre Data Insights Manager

bet365; Stoke-on-Trent; On-site; GBP 50,000 - 75,000; Full time

Job summary

A leading company in the gambling sector seeks a Data Insights Manager to enhance operational efficiency and customer experience through data-driven insights. This role encompasses team leadership and strategic decision-making, requiring expertise in data analysis, WFM, and CRM. Ideal candidates will bring proven leadership, advanced analytical skills, and familiarity with industry-standard tools.

Qualifications

• Proven leadership experience in developing teams.
• Expertise in customer service data analysis.
• Knowledge of WFM and CRM systems.

Responsibilities

• Leading and developing a team of Data Analysts.
• Managing the analysis of customer contact data for strategic decisions.
• Overseeing WFM and CRM applications to optimize operations.

Skills

Data analysis

Leadership

Problem-solving

Stakeholder management

Attention to detail

Tools

Excel

NICE

Zendesk

Job description

bet365 Stoke-On-Trent, England, United Kingdom

bet365 Stoke-On-Trent, England, United Kingdom

Direct message the job poster from bet365

A Data Insights Manager who will be responsible for providing critical insights into customer contact data, driving decision-making and improving operational efficiency.

We are seeking a dynamic and forward-thinking Manager who is passionate about data-driven insights and leading teams to success.

In this role, you will oversee the analysis and interpretation of customer contact data, turning insights into actionable strategies that enhance customer experience and improve operational efficiency. Your expertise in data analysis, Workforce Management (WFM) and Customer Relationship Management (CRM) systems will support process optimisation and inform decision-making across the Business.

As a leader, you will manage and develop a team of Analysts, ensuring they have the skills and support needed to excel. This role combines technical expertise with leadership and strategic thinking, offering an exciting opportunity to shape both the team and broader business operations. You will collaborate with cross-functional teams, produce insightful reports and contribute to strategies that drive customer satisfaction and business performance.

Successful applicants will be required to provide proof of eligibility to work in the UK from their first day of employment.

Preferred Skills, Qualifications and Experience

• Proven leadership experience in leading and developing teams, fostering a collaborative and high-performance culture.
• Data analysis expertise, particularly in customer service or contact centre environments.
• WFM and CRM knowledge, including systems such as NICE and Zendesk, to optimise Business operations.
• Advanced Microsoft Office skills, especially Excel for data manipulation, reporting and analysis.
• Self-motivated and initiative-driven, with the ability to take ownership of projects and inspire autonomous work.
• Strong problem-solving and decision-making skills under pressure, helping teams overcome challenges.
• Attention to detail, ensuring data accuracy and actionable insights.
• Strong communication and stakeholder management, presenting insights to senior leaders and influencing decisions.
• Leadership and mentoring, coaching and developing Analysts with constructive feedback for professional growth.

Main Responsibilities

• Leading and developing a team of Data Analysts, ensuring support, motivation and alignment with business objectives.
• Managing the analysis of customer contact data, deriving insights to influence strategic decisions and business improvements.
• Overseeing the application of WFM and CRM system knowledge to optimise resource allocation and customer relationship management.
• Creating and presenting clear, actionable reports to senior leadership and cross-functional teams.
• Encouraging exploratory data analysis, identifying trends, uncovering insights, and fostering innovation in customer contact strategies.
• Making data-backed decisions while managing multiple projects and deadlines, supporting the team under pressure.
• Collaborating with senior leaders and teams to align data insights with business priorities and objectives.
• Maintaining attention to detail in data reporting, ensuring accuracy, consistency and reliability.
• Communicating complex data insights effectively, ensuring all stakeholders are informed and engaged.

By applying to us you are agreeing to share your Personal Data in accordance with our Recruitment Privacy Policy - http://www.bet365careers.com/privacypolicy.pdf

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Gambling Facilities and Casinos

Referrals increase your chances of interviewing at bet365 by 2x

Get notified about new Insights Manager jobs in Stoke-On-Trent, England, United Kingdom.

Macclesfield, England, United Kingdom 1 week ago

Northwich, England, United Kingdom 5 days ago

Macclesfield, England, United Kingdom 4 days ago

Bollington, England, United Kingdom 20 hours ago

Bollington, England, United Kingdom 21 hours ago

Macclesfield, England, United Kingdom 2 weeks ago

Field, England, United Kingdom 1 month ago

Stoke-On-Trent, England, United Kingdom 6 days ago

Knutsford, England, United Kingdom 3 weeks ago

Alderley Edge, England, United Kingdom 2 months ago

Stoke-On-Trent, England, United Kingdom 2 weeks ago

Wilmslow, England, United Kingdom 3 weeks ago

Sales and Marketing Manager Agriculture - Europe

Alderley Edge, England, United Kingdom 2 weeks ago

Crewe, England, United Kingdom 1 week ago

Macclesfield, England, United Kingdom 6 days ago

Cheadle, England, United Kingdom 3 weeks ago

Technical Manager - Logistics Data & Analytics

Crewe, England, United Kingdom 5 days ago

Crewe, England, United Kingdom 2 weeks ago

Cannock, England, United Kingdom 1 week ago

Stafford, England, United Kingdom 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.