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Business Insights Manager

December 19, 2025

Role: Business Insights ManagerReports to: Director, MI & AnalyticsStart Date: ASAP Salary: Negotiable based on Skills and Experience Hours: 37.5 Location: 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:<ul><li>Data-Driven Insight Generation:Aggregate and analyse data from multiple sources to produce actionable insights that improve process quality, workforce productivity, and account profitability. </li><li>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.</li><li>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.</li><li>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.</li><li>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.</li></ul> Skills and Experience Required<ul><li> </li><li>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). </li><li>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.</li><li>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.</li><li>Process Improvement Knowledge:Familiarity with continuous improvement frameworks such as Six Sigma or Lean is highly desirable. </li><li>Communication & Influence:Excellent communication and presentation skills, both written and verbal. </li><li>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. </li></ul>Skills/Experience Desired <ul><li>Use of Visual analytics software</li><li>Azure SQL / Synapse</li><li>Azure Data Factory</li><li>SQL Server Reporting Services</li><li>DAX</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...