Data Insights Manager, Customer Contact

bet365
Stoke-on-Trent
1 week ago
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As a Data Insights Manager, you 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.


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.


Main Responsibilities


  • 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.


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