Contact Centre Analyst

Data Analyst (Contact Centre)
Permanent, Full-time (37.5 hours, Monday–Friday)
Hybrid working – 3 days in the office, 2 from home
Department: Customer Acquisition
Up to £45,000 depending on experience, plus benefits 

The role

We’re looking for a commercially astute Analyst to join our Contact Centre team, where you'll turn data into insight, and insight into action.

This is a high-impact role where you’ll act as the go-to expert for contact centre data, reporting and performance. From campaign performance through to board-level reporting, you’ll bring clarity to the numbers, supporting the Head of Contact Centre to tell the story behind conversions, appointments and ultimately ROI.

You’ll work closely with stakeholders across the business, as well as our Appointed Representative (AR) businesses within our network, enabling data-led decision making at every level, from agent conversations through to strategic outcomes.

If you enjoy translating complex data into meaningful insight, influencing performance,and shaping how a commercial function operates, this role offers plenty of opportunity to make your mark.

What you’ll be doing

• Analyse and curate contact centre data to deliver clear, actionable insights
• Track the full customer journey, from appointments booked through to conversion and commercial outcomes (ROI)
• Translate complex datasets into compelling narratives tailored to different audiences, from operational teams to senior stakeholders
• Set up, manage and optimise outbound campaigns within the dialler system (RingCentral)
• Monitor campaign effectiveness and recommend improvements to maximise conversions
• Ensure data integrity, campaign accuracy and effective deployment
• Act as the subject matter expert for telephony data and systems
• Lead the rollout and optimisation of RingCentral dashboards for Appointed Representatives (ARs)
• Drive improvements in data usage, reporting capability and performance outcomes
• Champion best practice in data governance, accuracy and insight

About you

You’re naturally curious, commercially minded and confident working with stakeholders at all levels. You enjoy telling the story behind the data and influencing what happens next.

Essential skills & experience

• Experience in Data and/or MI Analysis, or similar roles
• Strong reporting and data analysis capability, ideally within a contact centre or sales environment
• Proven ability to translate data into insight and business recommendations
• Experience working with large datasets with high attention to detail
• Strong stakeholder engagement and communication skills
• Commercial awareness, with the ability to link data to business outcomes and ROI

Desirable

• Experience with dialler/telephony systems (e.g. RingCentral)
• Exposure to outbound sales or appointment-setting environments
• Familiarity with AI or speech analytics tools in contact centres
• Experience supporting dashboards and performance reporting roll outs/implementation 

​🤝 Recruitment Process
1st stage: Introductory call with our Group TA Manager
2nd stage: In-person interview with our Leadership team hiring the role

What’s In It For You?
💸 Private Medical Insurance (Vitality), 25 days annual leave (increasing to 28 with service) plus your birthday off, matched pension contribution (L&G), share save scheme (Equinity), retail discounts, free entertainment tickets, plus much more!
⏰ Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager)
📚 A wide range of Learning & Development offers, from 121 coaching to qualification support, helping you to grow and thrive in your career
🤝 A supportive, inclusive culture with forums you're welcome to join from day 1, using your voice to make MAB an even better place to work

Everyone is Welcome
At MAB, we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us. 

We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact (email address removed).  

Use of AI
We recognise that AI tools can be a helpful way to articulate your qualities, skills and experience when applying for roles. It’s important to us, however, that we see the real you throughout the recruitment process. We hire real people, not polished personas! We simply ask that you consider carefully how and where you use AI during your application, so we can hear your own thoughts and meet your authentic self.

Please note we are unable to consider candidates requiring visa sponsorship at this moment in time. We won't be accepting speculative CVs from recruitment agencies, with a full PSL in place. 

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