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For Companies At a Glance
- Tasks: Lead analytics for a busy contact centre, driving performance improvements.
- Company: Join a major player in online services, enhancing customer operations.
- Benefits: Enjoy a competitive salary, bonus, and car allowance.
- Why this job: Shape data strategies in a dynamic environment with a focus on operational excellence.
- Qualifications: Experience in contact centre analytics and some technical skills required.
- Other info: Manage a team of analysts and work with various stakeholders.
The predicted salary is between 47000 - 78000 £ per year.
A major player in the online services industry is investing heavily in their Customer Operations function. Following the rollout of a new CRM system (Zendesk), they are now hiring a Data Insights Manager to lead the Contact Centre Analytics function, helping to drive operational excellence across a high-volume, multi-channel environment.
As Data Insights Manager, you will own the analytics and reporting strategy for the Contact Centre. This is a brand-new role with plenty of autonomy to shape how data is used to drive decision-making and improve performance. Managing a team of 3 analysts, you'll work closely with stakeholders across Operations, Workforce Management, Digital, Tech, and QA to ensure the right metrics are being tracked, data is accurate, and insights are driving tangible improvements.
The contact centre is significant in scale, with over 2,000 agents and more than 600,000 weekly customer touchpoints - so experience working in large-scale contact centre environments is essential. Your remit will be focused around Operational Efficiency, Contact Volume Analysis, Agent Performance Reporting & Workforce Management Support. You will be responsible for consolidating data from multiple sources, including CRM (Zendesk), telephony, chatbot & mail. Your team will support the wider business in moving towards self-serve analytics for operational data and you will take a pro-active role in identifying optimisation opportunities across the Contact Centre.
YOUR SKILLS AND EXPERIENCE
- Experience delivering Insight/Analytics within Contact Centres
- Some technical acumen, across coding / data viz.
THE BENEFITS
- £65,000 (DoE)
- Bonus - 10%
- Car Allowance - £5K
HOW TO APPLY
Please register your interest by sending your CV to Adam Osborne at Harnham via the Apply link on this page.
Data Insights Manager employer: Harnham - Data & Analytics Recruitment
Contact Detail:
Harnham - Data & Analytics Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Data Insights Manager
✨Tip Number 1
Familiarise yourself with the latest trends in contact centre analytics. Understanding how data is used to drive operational efficiency will give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the contact centre industry, especially those who have experience with CRM systems like Zendesk. This can provide you with insights and potentially valuable connections that could help your application stand out.
✨Tip Number 3
Prepare to discuss specific examples of how you've used data to improve performance in previous roles. Being able to articulate your impact on operational efficiency will resonate well with the hiring team.
✨Tip Number 4
Showcase your leadership skills by highlighting any experience managing teams or projects. As this role involves leading a team of analysts, demonstrating your ability to guide and mentor others will be crucial.
We think you need these skills to ace Data Insights Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Data Insights Manager in a contact centre environment. Familiarise yourself with key terms like operational efficiency, contact volume analysis, and self-serve analytics.
Tailor Your CV: Highlight your experience in delivering insights and analytics within contact centres. Be specific about your previous roles, focusing on your achievements and how they relate to the requirements of this position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for data analytics and your understanding of the contact centre landscape. Mention your technical skills and how they can contribute to the company's goals.
Showcase Relevant Skills: In your application, emphasise any technical skills you possess, such as coding or data visualisation. Provide examples of how you've used these skills to drive decision-making and improve performance in past roles.
How to prepare for a job interview at Harnham - Data & Analytics Recruitment
✨Showcase Your Analytical Skills
As a Data Insights Manager, you'll need to demonstrate your ability to analyse data effectively. Prepare examples of how you've used data to drive decision-making in previous roles, especially in contact centre environments.
✨Familiarise Yourself with Zendesk
Since the company is using Zendesk as their CRM system, it's crucial to have a good understanding of it. Brush up on its features and how it can be leveraged for analytics and reporting to show your readiness for the role.
✨Prepare for Team Management Questions
You'll be managing a team of analysts, so expect questions about your leadership style and experience. Think of specific instances where you've successfully led a team or project, focusing on how you motivated and developed your team members.
✨Understand Operational Efficiency Metrics
The role focuses on operational efficiency and performance metrics. Be prepared to discuss key performance indicators (KPIs) relevant to contact centres and how you would approach improving these metrics in your new role.
