Contact Centre Reporting Manager

Are you a data-driven leader with a passion for transforming information into insight? Do you thrive on developing reporting solutions, driving continuous improvement, and helping stakeholders make smarter decisions through data? If you have experience leading reporting teams, leveraging tools such as Power BI and SQL, and creating a culture of data-driven decision-making, we'd love to hear from you.

We’re looking for an analytical and commercially minded Contact Centre Reporting Manager to lead and develop our reporting function. This is an exciting opportunity to shape how data is used across the contact centre, ensuring stakeholders have access to accurate, timely, and actionable insights that support operational performance and strategic decision-making.

You'll lead the contact centre reporting function, delivering accurate, timely, and insightful reporting that supports operational performance and strategic decision-making. Using your analytical expertise, you'll turn complex data into actionable insights that help drive continuous improvement across the group.

You'll take ownership of reporting frameworks, dashboards, and systems, ensuring data integrity while identifying opportunities to automate processes, improve efficiency, and introduce innovative reporting solutions. Working closely with stakeholders across the group, you'll provide meaningful performance insights that enhance customer experience and operational effectiveness. You'll also play a key role in developing analytical capability within the team, helping colleagues maximise the value of reporting tools and data-driven decision-making.

This is an exciting opportunity to shape the future of reporting within a fast-paced contact centre environment.

• Proven experience in a reporting, analytics, or business intelligence role, ideally within a contact centre or customer service environment.
• Strong experience producing and interpreting operational performance metrics.
• Advanced proficiency in reporting and analytics tools, including Power BI, Excel, and SQL.
• Experience managing reporting systems, databases, and performance dashboards.
• Strong analytical and problem-solving skills with the ability to turn data into actionable insights.
• Excellent communication and presentation skills, with the ability to influence stakeholders at all levels.
• Previous leadership experience, including coaching and developing team members.

• Skills Development – we want our staff to build up and grow their careers with us. To help with this we offer training to help you achieve your goals.
• Giveaways! – we run regular competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!
• Time off – we all need time to recharge our batteries. Our staff have 25 days annual leave plus bank holidays to help make this happen.
• Wellbeing App – your wellbeing is very important to us, we provide access to you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
• Health care scheme – we know taking care of yourself costs. So, we partner with BHSF on a cashback scheme that provides money back on services such as dental, eye care and treatments including MRI scans and diagnostics health consultations. This can also be enhanced to cover your partner and children.
• Employee Assistance Programme – giving you access to a dedicated GP line making a GP appointment quicker, counselling support, legal and financial advice 24/7 365 days a year.
• Exclusive packages – we have access to a range of discounted offers for home Sky TV and broadband packages.
• Giving back - we offer all our staff a paid volunteering day every year to give back to the community. Plus, the chance to be involved in various fund-raising opportunities.
• Death in service – we pay twice your annual salary to your designated next of kin, so they don’t have to worry about costs at such a distressing time.
• Pension – Saving for retirement is essential; we contribute 4% of your salary when you contribute 5%.