Contact Centre Insights & Performance Analyst

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

Job summary

ESB Networks is seeking a Contact Centre Performance Analyst in Cork to drive data-driven decision making. You will analyse operational, telephony, customer and workforce data to provide timely insights that inform performance management and customer experience.

The role supports the National Customer Contact Centre’s drive to be more data driven and requires collaboration with the Networks Data Analytics team.

Qualifications

• Minimum 3 years’ relevant experience in data analytics or similar.
• 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 analysis

Stakeholder management

Communication

Problem solving

Team collaboration

Education

Degree in data analytics/data science/computer science/maths/engineering

Tools

Power BI

SQL

Python

R

Job description

ESB Networks is seeking a Contact Centre Performance Analyst in Cork to drive data-driven decision making. You will analyse operational, telephony, customer and workforce data to provide timely insights that inform performance management and customer experience.

The role supports the National Customer Contact Centre’s drive to be more data driven and requires collaboration with the Networks Data Analytics team.