Madrid-based Contact Centre Analytics & Performance 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

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.