Role: Business Insights Manager

Reports to: Director, MI & Analytics

Start Date: ASAPSalary: Negotiable based on Skills and ExperienceHours: 37.5Location: 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) to systematically 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 spotting trends 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 to uncover root causes rather than just symptoms of performance issues. A proven ability to interpret data and generate actionable recommendations is paramount.
• Business Intelligence Proficiency: Strong hands-on skills in data analysis and visualization tools. Proficiency with Power 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