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- Tasks: Lead a team of Analysts to transform customer contact data into actionable insights.
- Company: Join a forward-thinking company focused on data-driven decision-making and operational efficiency.
- Benefits: Enjoy a collaborative culture, professional growth opportunities, and the chance to influence business strategies.
- Why this job: Shape customer experience and business performance while developing your leadership skills in a dynamic environment.
- Qualifications: Proven leadership experience, data analysis expertise, and knowledge of WFM and CRM systems required.
- Other info: Must provide proof of eligibility to work in the UK from day one.
The predicted salary is between 36000 - 60000 £ per year.
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.
- 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.
Contact Detail:
bet365 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Data Insights Manager
✨Tip Number 1
Familiarise yourself with the specific WFM and CRM systems mentioned in the job description, such as NICE and Zendesk. Having hands-on experience or knowledge of these tools will not only boost your confidence but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully developed and motivated teams in the past. Be ready to discuss your approach to fostering a collaborative culture during interviews, as this is a key aspect of the role.
✨Tip Number 3
Brush up on your data analysis techniques, especially in relation to customer service environments. Being able to articulate how you've used data to drive decision-making and improve operational efficiency will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your problem-solving strategies under pressure. Think of specific instances where you've managed multiple projects and deadlines while maintaining attention to detail, as this will resonate well with the expectations of the role.
We think you need these skills to ace Contact Centre Data Insights Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience and data analysis expertise, particularly in customer service or contact centre environments. Use specific examples that demonstrate your ability to manage teams and drive operational efficiency.
Craft a Compelling Cover Letter: In your cover letter, express your passion for data-driven insights and how you can contribute to the company's success. Mention your familiarity with WFM and CRM systems like NICE and Zendesk, and how these skills will help optimise business operations.
Showcase Your Problem-Solving Skills: Provide examples of how you've successfully tackled challenges in previous roles. Highlight your decision-making skills under pressure and how you've used data to inform strategic decisions that improved customer satisfaction.
Prepare for Interviews: Be ready to discuss your experience in leading and developing teams. Prepare to present insights from your past work and how they influenced business performance. Practice communicating complex data insights clearly and effectively.
How to prepare for a job interview at bet365
✨Showcase Your Leadership Skills
As a Data Insights Manager, you'll be leading a team of Analysts. Be prepared to discuss your previous leadership experiences, how you've developed teams, and the strategies you've used to foster a collaborative culture.
✨Demonstrate Data Analysis Expertise
Make sure to highlight your experience with data analysis, particularly in customer service or contact centre environments. Be ready to provide examples of how your insights have driven decision-making and improved operational efficiency.
✨Familiarise Yourself with WFM and CRM Systems
Since knowledge of systems like NICE and Zendesk is crucial for this role, brush up on these tools. Be prepared to discuss how you've used them in the past to optimise business operations and enhance customer relationships.
✨Prepare for Stakeholder Communication
Strong communication skills are essential for presenting insights to senior leaders. Practice explaining complex data in a clear and engaging manner, and think about how you can influence decisions through your findings.
