Contact Centre Data Insights Analyst

Electricity Supply Board; Cork; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

ESB Networks is seeking a Performance Analyst in Cork to drive data‑driven insights across the contact centre and operations. You will analyse large datasets, build dashboards, and inform decisions affecting SLA, calls, and customer experience.

You will design and maintain Power BI reports, collaborate with data teams and stakeholders, and ensure data integrity and governance across telephony and CRM datasets. A hybrid work model applies with some in‑person collaboration.

Qualifications

• Minimum 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.
• Exposure to data science techniques or tools.
• Knowledge of Azure analytics environments, or similar.
• Experience with Python or R.
• Experience supporting BI or reporting environments.

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 reporting, including configuration, QA 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

Power BI

SQL

Python or R

Data analysis

Stakeholder management

Communication

Azure analytics

Education

Degree in Data Analytics/Data Science/Computer Science/Math/Engineering

Tools

Power BI

SQL

Python

R

Azure analytics

Job description

ESB Networks is seeking a Performance Analyst in Cork to drive data‑driven insights across the contact centre and operations. You will analyse large datasets, build dashboards, and inform decisions affecting SLA, calls, and customer experience.

You will design and maintain Power BI reports, collaborate with data teams and stakeholders, and ensure data integrity and governance across telephony and CRM datasets. A hybrid work model applies with some in‑person collaboration.