MI Manager (Home based)
Remote work

About the Role

We are working for an instantly recognisable and adored brand to source an exceptional MI Manager to lead their growing MI function.

Leading, coaching and developing a team of MI Analysts the role is responsible for owning the MI relationship within the contact centre operation and will work with Ops leaders to ensure reporting meets the requirements of the business.

** This is a 100% homebased role, however, you must be living in the UK now **

MI Leadership experience from within a Contact Centre operation is key experience you’d need to express an interest in this role and this role is critical to the success of this operation.

Responsibilities:

  • Lead, coach and develop a team of MI Analysts
  • Analyse historical data and trend analysis to provide insights to support decision making
  • Design, build and streamline automation of all regular MI production
  • Identify KPI’s and metrics relevant to the contact centre and produce detailed and insightful analysis with recommendations to operational leaders
Key experience required:
  • Experience of working within a Contact Centre operation
  • Experience of leading MI teams within a Contact Centre Operation
  • Extensive knowledge of business metrics with advanced excel & access skills
  • Proven track record in data analytics and insight, providing recommendations for changes and business benefits of the proposed solutions to key decision makers
  • Strong mathematical, analytical, communication and organisational skills- proven ability in role dealing with large amounts of data and producing meaningful MI

This is a challenging but highly rewarding role within a fast paced, progressive operation and business.

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