Data Insights Manager

Harnham; Stoke-on-Trent; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company is seeking a Data Insights Manager in Stoke-on-Trent to enhance their contact centre analytics strategy. This new role offers autonomy and visibility, working with data across various platforms and managing a dedicated team of analysts. Suitable candidates will have a strong analytics background and experience in high-volume environments.

Qualifications

• Experience in a high-volume contact centre with thousands of agents.
• Strong analytics background and hands-on with data tools.
• Prior management experience preferred for leading a team of analysts.

Responsibilities

• Analyse data across CRM, telephony, chatbot, and email for actionable insights.
• Ensure data quality and work with multiple teams for data delivery.
• Drive self-service enablement across the contact centre.

Skills

Data analysis

Data manipulation

Collaboration

Tools

SQL

Excel

Python

R

Power BI

Tableau

Job description

Data Insights Manager

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This range is provided by Harnham. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Harnham

Senior Recruitment Consultant - Analytics Recruiter in the North & Midlands (UK)

Stoke-on-Trent | On-Site Only (No Hybrid/Flex)

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

Please register your interest by sending your CV to Lauren McAlister via the Apply link on this page.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Analyst and Customer Service

Industries

• Gambling Facilities and Casinos