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- Tasks: Uncover data-driven opportunities to enhance operational quality and productivity.
- Company: Dynamic organisation in Newcastle with a focus on analytics and insights.
- Benefits: Negotiable salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real impact by transforming data into actionable insights for strategic decisions.
- Qualifications: 5+ years in analytics, strong communication skills, and experience in BPO/contact centre sector.
- Other info: Collaborative environment with excellent career advancement potential.
The predicted salary is between 36000 - 60000 £ per year.
Role: Business Insights Manager
Reports to: Director, MI & Analytics
Start Date: ASAP
Salary: Negotiable based on Skills and Experience
Hours: 37.5
Location: Manchester/Gateshead of Glasgow with Hybrid working offered. Min 3 days per week on site.
Overview:
The Insights Manager is a senior analytical role within our organization, responsible for uncovering data-driven opportunities to boost operational quality, productivity, and service. This individual serves as the analytical backbone of our operations transforming raw data from diverse sources into actionable insights that drive strategic decision-making. We seek a professional with a highly investigative and curious mindset, adept at correlating data from performance KPIs, financial metrics, and customer feedback to identify trends that others might miss. In this capacity, the Insights Manager will proactively engage with senior stakeholders (up to Managing Director and SVP level) to influence strategy and liaise with clients, demonstrating how insights translate into tangible business improvements.
Responsibilities will include but are not limited to:
- Data-Driven Insight Generation:Aggregate and analyse data from multiple sources to produce actionable insights that improve process quality, workforce productivity, and account profitability.
- Executive Reporting & Storytelling:Develop and deliver regular insight reports and presentations for senior leadership, translating complex analyses into clear, compelling narratives and recommendations. Strong communication skills are essential.
- Continuous Improvement Initiatives:Identify inefficiencies or performance gaps in the business and spearhead continuous improvement projects. Leverage process improvement methodologies such as Lean or Six Sigma (Green Belt-level expertise or equivalent experience) tosystematically pinpoint and eliminate operational bottlenecks.
- Cross-Functional Collaboration:Work closely with various departments including Operations, Quality, Workforce Management, Finance, and IT to ensure data accuracy and consistency across systems by building strong cross-functional partnerships.
- Trend Identification & Innovation:Proactively monitor industry trends, emerging analytics tools, and new data sources (such as speech analytics or AI-driven customer insights) to continually enhance the analytics function. The Insights Manager is expected to find patterns and correlations in data that signal opportunities or risks, often spottingtrends that others might overlook.
Skills and Experience Required
- Experience & Domain Knowledge:A minimum of 5 years in analytics, business intelligence, or insight-generation roles with significant experience in the BPO/contact centre sector. Prior exposure to call centre operations is essential to contextualize data (understanding metrics like average handle time, first call resolution, NPS, occupancy, etc. and how they impact business outcomes).
- Analytical & Investigative Mindset:Exceptional analytical skills with a naturally curious, investigative approach to problem-solving. The ideal candidate is adept at mining large datasets for patterns and anomalies, performing deep dives touncover root causes rather than just symptomsof performance issues. A proven ability to interpret data and generateactionablerecommendations is paramount.
- Business Intelligence Proficiency:Strong hands-on skills in data analysis and visualization tools. Proficiency withPower BI and other BI tools(and their underlying data modeling concepts) is expected, alongside advanced Excel (power queries, pivot tables) and working knowledge of SQL or databases. While technical BI expertise is important, we value the ability to synthesize data from multiple systems into cohesive insights that drive action more than mere tool mastery.
- Process Improvement Knowledge:Familiarity with continuous improvement frameworks such as Six Sigma or Lean is highly desirable.
- Communication & Influence:Excellent communication and presentation skills, both written and verbal.
- Autonomy & Leadership:A proactive, self-directed work style with strong organizational abilities. This role calls for someone who can independently drive projects from concept to completion identifying what needs to be analysed, executing the analysis, and following through on implementation of recommendations.
Skills/Experience Desired
- Use of Visual analytics software
- Azure SQL / Synapse
- Azure Data Factory
- SQL Server Reporting Services
- DAX
Business Insights Manager (Newcastle Upon Tyne) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Insights Manager (Newcastle Upon Tyne)
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your skills align with their needs, especially in data-driven decision-making.
✨Tip Number 3
Showcase your analytical skills during interviews. Bring examples of how you've turned data into actionable insights in past roles. This will demonstrate your value as a Business Insights Manager.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Business Insights Manager (Newcastle Upon Tyne)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Business Insights Manager role. Highlight your experience in analytics and any relevant skills that match the job description. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your investigative mindset can drive insights at StudySmarter. Keep it engaging and relevant to the position.
Showcase Your Analytical Skills: In your application, don’t just list your skills—show us how you've used them! Provide examples of how you've transformed data into actionable insights in previous roles. We love seeing real-world applications of your expertise.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Teleperformance
✨Know Your Data Inside Out
As a Business Insights Manager, you'll be expected to dive deep into data. Make sure you brush up on key metrics like average handle time and NPS before the interview. Be ready to discuss how you've used data to drive decisions in your previous roles.
✨Master the Art of Storytelling
You'll need to present complex analyses clearly to senior stakeholders. Prepare a few examples of how you've turned data into compelling narratives. Practise explaining your insights in a way that highlights their impact on business outcomes.
✨Showcase Your Continuous Improvement Mindset
Familiarity with frameworks like Lean or Six Sigma is crucial. Think of specific instances where you've identified inefficiencies and led improvement projects. Be prepared to discuss your approach and the results achieved.
✨Build Cross-Functional Collaboration Skills
This role requires working closely with various departments. Reflect on past experiences where you've collaborated with teams like Operations or Finance. Highlight how you ensured data accuracy and consistency across systems to support decision-making.