Insight Manager

Job description

Job Title: Insight Manager Job Description As an Insight Manager, you are responsible for transforming data into business insights that improve the customer experience, employee experience, and overall business performance. The role carries overall responsibility for analyzing operational performance, identifying the root causes behind results, and recommending data-driven improvement actions. The Insight Manager works closely with Operations, Quality, Training, Workforce Management, and the client to ensure that decisions are based on facts and analysis. This role is a key contributor to business development and is responsible for identifying improvement opportunities, monitoring change initiatives, and ensuring that insights are translated into concrete actions. You have a deep understanding of the account’s KPIs, processes, and customer behaviors, and are responsible for analyzing how these impact business performance. The role involves close collaboration with the client and presenting analyses and recommendations in both operational and strategic forums. Analysis and Business Insights Responsible for analyzing operational KPIs such as CSAT, NPS, Customer Resolution (CR), AHT, Quality, productivity, and other account-specific metrics. Identify trends, deviations, and root causes behind performance results. Conduct in-depth root cause analyses and provide recommendations for improvement. Identify which contact reasons, case types, and processes impact operational KPIs. Identify customer friction points that drive contact volumes and increase costs. Map the reasons customers contact customer service and analyze contact distribution. Conduct risk assessments ahead of operational changes and major business initiatives. Handle ad hoc analyses based on business and client needs. Customer and Business Development Identify cases and processes that can be digitized or shifted to self-service channels. Analyze why customers fail in digital channels and identify improvement opportunities. Develop business cases for efficiency enhancements and digital improvements. Identify processes that drive high AHT, repeat contacts, and unnecessary escalations. Analyze routing, skill setups, and contact flows to optimize customer experience and operational efficiency. Quality and Behavioral Analysis Identify agent behaviors that drive higher customer satisfaction, resolution rates, and sales performance. Analyze customer interactions using AI-powered tools, such as Sestek. Identify success factors among high-performing employees and teams. Provide recommendations for training, coaching, and quality improvement initiatives. Pilot Projects and Change Management Design, monitor, and evaluate pilot projects and change initiatives. Measure the impact on operational KPIs and ensure statistically reliable conclusions. Provide recommendations regarding rollout strategies and further development. Ensure decisions are based on data and business value. Reporting and Data Visualization Responsible for analyses and presentations for WBRs (Weekly Business Reviews), MBRs (Monthly Business Reviews), and other leadership forums. Build and continuously enhance dashboards, reports, and data visualizations. Consolidate data from multiple sources into a unified analytics platform. Prioritize improvement initiatives based on business value and expected impact. Present analyses and recommendations to both internal and external stakeholders. Candidate profile Strong analytical and problem-solving skills. Excellent ability to identify patterns and root causes within large datasets. Structured, detail-oriented, and results-driven mindset. Strong communication skills, with experience presenting analyses to diverse audiences. Ability to translate data into actionable recommendations and business decisions. Self-motivated and proactive, with a high sense of ownership and accountability. Strong collaboration skills and experience working in cross-functional environments. Good knowledge of Excel and Microsoft Office. At least two years of experience in analytical roles within customer service, business development, or a related field. Advanced proficiency in Excel. Experience with Power BI, Tableau, QlikView, or similar Business Intelligence (BI) tools. Experience in data processing and analysis. Strong understanding of KPIs within a Contact Center environment. Excellent ability to create and deliver presentations using PowerPoint. Location: SWE Kalmar - Borgmästaregatan 5 Language Requirements: English (Required), Swedish (Required) Time Type: Full time