Contact Centre Performance 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

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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,customerand workforce data toprovidetimelyinsights thatdirectly inform operational decisions andperformancemanagement, effectiveness, and customer experience.

This role also incorporates responsibilities aligned with the National Customer Contact Centre’s drive to become moredata driven, including supporting data integrity, diagnosing reporting issues, and working closely with the Networks Data Analytics team to ensure alignment with governance, dataprotectionand reporting standards.

Key Responsibilities

• Analyse large multi‑source datasets toidentifytrends, performance issues, and improvement opportunities.
• Provide insights that support improvements in SLA performance, call‑handling efficiency, customer satisfaction, and queue management.
• Design, build andmaintainPower BI dashboards and automated performance reporting.
• Manage Contact Centreapplication‑basedreporting, including configuration, qualityassuranceand continuous enhancement ofin‑systemanalytics
• 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.
• Maintainunderstanding of core Contact Centre systems and data flows, ensuring data integrity.

Experience and Qualifications

• Minimum of 3 years’ relevant experience.
• Degree or postgraduate qualification in Data Analytics, Data Science, Computer Science, Maths, Engineering or similar.
• Minimum2+ 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, storedproceduresor functions.
• Experience working with telephony/IVR or CRM datasets.
• Strong communicationand 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.

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 tonet zero carbon future
• Career developmentthrough mentoring andtraining
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• 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

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 :

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.

Diversity, Equity and Inclusion Statement

ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law.

Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, [e-mail].

About ESB

Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland’s leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.