Contact Centre Reporting & Analysis Specialist

Cactus Search; Madrid; On-site; EUR 42,000 - 66,000; Full time

Job summary

Cactus Search is seeking a commercially minded Contact Centre Reporting & Analysis Specialist to join its Sales and Growth team in Madrid. You will turn complex operational data into meaningful insight for senior stakeholders across multiple markets, supporting growth and transformation.

You will investigate performance trends, identify opportunities, and translate findings into practical recommendations that improve customer outcomes, efficiency and commercial results.

Qualifications

• Experience in a performance, reporting, MI or analytics role in contact centres.
• Understanding of KPIs that influence operational and commercial performance.
• Ability to turn data into actionable recommendations within a multi-market setting.

Responsibilities

• Develop and improve operational performance reporting across markets and partners.
• Monitor contact centre KPIs including service levels, demand, productivity and quality.
• Analyse sales, retention, service and claims data to identify trends and opportunities.
• Conduct root-cause analysis and recommend corrective actions.
• Support forecasting, budgeting and capacity planning.
• Present actionable insights to senior stakeholders.

Skills

Performance reporting

MI & business analysis

Operational excellence

Contact centre KPIs

Forecasting & budgeting

Power BI

Advanced Excel

Stakeholder management

Tools

Power BI

Excel

Job description

We are working with an established international business seeking a commercially minded Contact Centre Reporting & Analysis Specialist to join its Sales and Growth team in Madrid.

This is an exciting opportunity to play a key role in improving operational and commercial performance across multiple markets, supporting a business undergoing significant growth, operational change and transformation.

You will turn complex operational data into meaningful insight, helping senior stakeholders understand performance, identify opportunities and make better-informed business decisions. Working across sales, customer service, claims and outsourced contact centre operations, you will provide visibility of performance, highlight areas requiring intervention and help drive improvements in customer outcomes, efficiency and commercial results.

This is much more than a reporting role. You will be expected to understand what the numbers are telling you, investigate the reasons behind performance trends and translate your findings into practical recommendations that make a measurable difference.

Key responsibilities

• Develop and improve operational performance reporting across multiple markets, channels and outsourced partners.
• Monitor key contact centre KPIs, including service levels, demand, productivity, handling times, abandonment, conversion, retention, quality and customer satisfaction.
• Analyse sales, retention, service and claims data to identify trends, performance gaps, risks and opportunities.
• Conduct root-cause analysis, identifying why performance is changing and recommending appropriate corrective actions.
• Review outsourced contact centre and third-party supplier performance, providing transparency and supporting accountability against agreed targets.
• Support forecasting, budgeting, capacity planning and operational target-setting.
• Identify opportunities to improve sales conversion, customer retention, service delivery and cost efficiency.
• Work closely with Operations, Finance, Resource Planning, Analytics and senior market stakeholders.
• Support operational transformation projects, business cases and process improvement initiatives.
• Establish performance baselines and track the impact of changes, ensuring improvements deliver the intended commercial and customer benefits.
• Present clear, actionable insight to senior stakeholders, challenging assumptions where necessary and helping drive evidence-based decisions.

You will ideally bring:

• Experience in a performance, reporting, MI, business analysis or operational excellence role within a contact centre, BPO, sales, service or claims environment.
• A strong understanding of contact centre KPIs and the factors that influence operational and commercial performance.
• Experience analysing sales and retention performance, identifying conversion opportunities and understanding customer behaviour.
• Exposure to outsourced contact centre operations and third-party supplier performance.
• The ability to interpret complex datasets, identify underlying issues and turn analysis into practical recommendations.
• Experience supporting operational change, transformation or continuous improvement programmes.
• Strong stakeholder management skills, with the confidence to present findings and influence operational decision-making.
• Advanced Excel skills and experience using Power BI or similar reporting and data visualisation tools.

Experience within regulated customer operations, insurance, warranty, claims or outsourced service environments would be advantageous.