Role: Commercial Insights Analyst

Reports to: Director, MI & Analytics

Start Date: ASAPSalary: Negotiable based on Skills and ExperienceHours: 37.5Location: Manchester/Gateshead/Bristol or Glasgow with Hybrid working offered. Min 3 days per week on site.

Overview:

The Commercial Insight Analyst is a key member of our analytics team focused on financial and commercial performance within the contact centre environment and is crucial for monitoring and analysing the metrics that drive our commercial success. The role holder will handle regular reporting and deep dives on indicators such as Bill-to-Pay ratios, productive hours delivered vs. paid hours, pricing vs. actual cost variances, and other relevant financial KPIs. By evaluating financial and business data, the Commercial Analytics Analyst provides insights that support strategic decision-making and help improve profitability. Collaboration and strong relationships with internal departments like Finance, Operations, and Workforce Management is key. We're looking for a detail-oriented professional who not only has strong technical skills (particularly in Power BI and Excel) but also understands call centre operations and terminology - enabling them to contextualize data and spot opportunities for efficiency or revenue enhancement.

Responsibilities will include but are not limited to:

• Reporting on Commercial KPIs:Own the accurate production of regular reports and dashboards that track key commercial metrics including the build and update of Power BI dashboards and Excel reports that provide visibility into metrics on a daily, weekly, monthly schedule as required.
• Data Analysis & Insight Generation: Investigate why a certain program's profitability has dropped or why actual costs are overrunning the budgeted price model. The analyst will use data to uncover opportunities for improving efficiency or margin - such as highlighting overtime spikes, under-utilisation of staffed hours, or anomalies in billing. By calculating and monitoring crucial metrics (e.g. cost per call, cost per resolution, revenue per hour), they help translate data into bottom-line insights and recommendations.
• Commercial Performance Monitoring:Continuously monitor ongoing performance against commercial targets and contractual obligations with appropriate alerts to leadership to intervene and take corrective action.
• Stakeholder 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.
• Process Improvement & Ad-Hoc Analysis:Participate in initiatives to improve reporting processes or operational efficiency. This can include refining the data collection methods, automating aspects of the reporting (to reduce manual work), or conducting ad-hoc analyses when new questions arise

Skills and Experience Required

• Experience & Domain Knowledge: A minimum of 3 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).
• Technical Proficiency: Strong proficiency in Power BI and Excel for data analysis and visualization is required. The candidate should be capable of creating and maintaining Power BI dashboards and performing advanced Excel functions.
• Commercial & Financial Acumen: A good understanding of financial metrics and analysis techniques. The analyst should understand concepts like budgeting, forecasting, variance analysis, and unit cost calculations.
• Attention to Detail: Excellent attention to detail and a high level of accuracy in working with data. A habit of double-checking work and a methodical approach to data quality is essential.
• Operational Insight: Solid understanding of call centre terminology and KPIs, enabling the analyst to put data into context.
• Analytical & Problem-Solving Skills: A proven ability to analyse and interpret data to draw out actionable insights. The role suits someone with a curious and analytical mindset who enjoys digging into data to understand not just what is happening, but why.
• Communication Skills: Clear communication is still important. The analyst should be able to summarize and present findings to internal stakeholders.
• Organizational Skills: Strong time management and organizational abilities to handle a regular reporting cadence and multiple ad-hoc requests. The candidate should be comfortable prioritizing tasks and meeting deadlines (e.g., end-of-month reports or quarterly business reviews). Given the hybrid work setup, a self-motivated work ethic is important - the analyst must take ownership of their metrics and deliverables with minimal micromanagement.
• Education: A bachelor's degree in Finance, Business, Data Analytics, or a related field is preferred. Equivalent work experience will also be considered.

Skills/Experience Desired

• Use of Visual analytics software
• Azure SQL / Synapse
• Azure Data Factory
• SQL Server Reporting Services
• DAX