Synapri
Customer Insights Manager
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Synapri are currently supporting a globally recognised brand in their search for a Senior Customer Insights Manager on a 9 month FTC (maternity cover).
They are looking for someone with proven experience working in a Customer Support, Contact Centre or Service Ops environment (familiarity with ticket queues, SLAs, AHT, shrinkage, workload routing etc) to build a single source of truth for predictive volume forecasts and capacity/staffing models to move toward proactive operational planning.
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This company is a modern tech environment so have a preference to candidates who have worked for recognised brands with similar set ups.
KEY SKILLS REQUIRED
- 🤹 Expert skills with Looker, having previously built a single source of truth
- 🤹 Strong understanding of data architecture (BigQuery) to communicate effectively with engineering teams
- 🤹 Ability to translate complex data into effective strategy and insights
- 🤹 Knows what "good" looks like when it comes to data excellence and governance
- 🤹 Customer Support/Contact Centre environment experience
- 🤹 Confident advocating for system improvements to ensure tools are suitable for business needs
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DETAILS
- 📍 Location: Remote (UK/Europe)
- 💰 Salary: £65-80k (pro-rata'd)
- ⏰ Start Date: ASAP
- ⌛ Duration: 9 months fixed-term contract
This is an urgent role, so please apply ASAP for immediate consideration.
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