Contact Centre Analytics & Performance Analyst

ESB; Cork; Hybrid; EUR 49,000 - 56,000; Full time

Job summary

ESB Networks is recruiting a Contact Centre Performance Analyst to drive data-driven insights across operational, telephony, customer and workforce data. The role supports governance, data protection and reporting standards in collaboration with the Networks Data Analytics team.

Based in Wilton, Cork, the role involves designing dashboards, improving SLA and queue management, and delivering timely reports to inform operational decisions.

Qualifications

• Minimum of 3 years’ relevant experience.
• Degree or postgraduate qualification in Data Analytics, Data Science, Computer Science, Maths, Engineering or similar.
• Minimum 2+ years' experience working with data in an operational or contact‑centre environment.
• Experience analysing data to solve business problems and generate insights.
• Strong Power BI capability (dashboard design, data modelling, DAX).
• SQL skills with experience writing queries, stored procedures or functions.
• Experience working with telephony/IVR or CRM datasets.
• Strong communication and stakeholder‑management skills.

Responsibilities

• Analyse large multi-source datasets to identify trends, performance issues, and improvement opportunities.
• Provide insights that support improvements in SLA performance, call-handling efficiency, customer satisfaction, and queue management.
• Design, build and maintain Power BI dashboards and automated performance reporting.
• Manage Contact Centre application-based reporting, including configuration, quality assurance and continuous enhancement of in-system analytics
• Collaborate with stakeholders to understand data issues and create dashboards/reports that support decision-making.
• Diagnose and resolve issues relating to performance reports, dashboards, and data sources.
• Maintain understanding of core Contact Centre systems and data flows, ensuring data integrity.

Skills

Data analytics

Power BI

SQL

Communication

Stakeholder management

Telephony data

Education

Data Analytics degree

Tools

Power BI

Azure

SQL

Job description

ESB Networks is recruiting a Contact Centre Performance Analyst to drive data-driven insights across operational, telephony, customer and workforce data. The role supports governance, data protection and reporting standards in collaboration with the Networks Data Analytics team.

Based in Wilton, Cork, the role involves designing dashboards, improving SLA and queue management, and delivering timely reports to inform operational decisions.