Contact Centre 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

Position Description

The ESB Networks Contact Centre plays a crucial role in delivering excellent customer service nationwide. As ESB continues its transition toward a more data‑driven organisation, high‑quality insights into customer interactions and operational performance are essential. The Contact Centre Performance Analyst will support this transition by analysing operational, telephony, customer and workforce data to provide timely insights that directly inform operational decisions and performance management, effectiveness, and customer experience.

Position Description

The ESB Networks Contact Centre plays a crucial role in delivering excellent customer service nationwide. As ESB continues its transition toward a more data‑driven organisation, high‑quality insights into customer interactions and operational performance are essential. The Contact Centre Performance Analyst will support this transition by analysing operational, telephony, customer and workforce data to provide timely insights that directly inform operational decisions and performance management, effectiveness, and customer experience. This role also incorporates responsibilities aligned with the National Customer Contact Centre’s drive to become more data driven, including supporting data integrity, diagnosing reporting issues, and working closely with the Networks Data Analytics team to ensure alignment with governance, data protection and reporting standards.

Key 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.

Essential

Experience and 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.

Desirable

• 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.

Location

This position will be based in Wilton, Cork.

Smart Working at ESB is designed to make ‘in‑person’ time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in‑person collaboration at least two days per week. All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business.

Reporting To

Logistics Manager

Why Work with Us?

• Opportunity to lead Ireland’s transition to net zero carbon future
• Career development through mentoring and training
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• Generous Pension
• Access to staff well‑being programmes
• Generous parental leave entitlements
• Strong values‑based and inclusive culture
• Strong commitment to diversity, equity and inclusion
• Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted

Salary

€49,000 - €56,000

Closing Date

25th August, 2026.

Interview

Candidates who are shortlisted for interview will complete a Behavioural Interview based on each of the following Behaviours, which underpin how we work at ESB and are critical to delivering our strategy:

• Accountable and Ethical
• Collaborative
• Growing and Adaptive
• Proactive
• Respectful and Supportive

More information available on Our People Promise

Notes

Your application will be held in reserve for 6 months should you be suitable for the role.

The successful candidate will be required to provide evidence of their right to work in the Republic of Ireland prior to commencement of employment.