Senior Data Analyst

DHL Supply Chain; Singapore; On-site; Confidential; Full time

Job summary

DHL Supply Chain is seeking a Contact Centre Data Analyst to collect, analyse, and interpret operational and customer data to enhance efficiency, quality, and performance. The role focuses on reporting, dashboards, and actionable insights to support decision-making.

You will work with multiple systems (CRM, telephony, ACD, ticketing, WFM) to deliver automated reports and optimize processes, driving improvements in customer satisfaction and service levels.

Qualifications

• Advanced Excel capabilities including Pivot Tables and Power Query; VBA is a plus.
• Strong knowledge of SQL, Power BI, Tableau, or similar tools.
• Familiarity with contact centre metrics and performance frameworks is an added advantage.

Responsibilities

• Collect and manage data from multiple systems to support reporting.
• Develop automated reports and dashboards using Excel, Power BI, or similar tools.
• Monitor key contact centre metrics such as call volumes, AHT, SLA, FCR, and CSAT.
• Identify trends and anomalies and propose data-driven improvements.
• Prepare management reports and present insights with clear narratives.
• Collaborate with quality and training teams to drive process improvements.
• Support automation initiatives by streamlining manual reporting processes.

Skills

Advanced Excel

Data analysis

SQL basics

Tools

Power BI

Tableau

SQL

VBA

Job description

About Us

The Contact Centre Data Analyst is responsible for collecting, analysing, and interpreting operational and customer data to improve the efficiency, quality, and performance of the contact centre.

Responsibilities

• Data Collection & Management
• Extract and consolidate data from multiple systems (e.g., CRM, telephony, ACD, ticketing, and workforce management tools).
• Maintain data integrity and accuracy by performing regular audits and validations.
• Develop automated reports and dashboards using Excel, Power BI, or similar tools.
• Performance Analysis
• Monitor daily, weekly, and monthly performance metrics such as call volumes, AHT (Average Handle Time), SLA compliance, FCR (First Call Resolution), and CSAT (Customer Satisfaction).
• Identify trends, patterns, and anomalies in call and case data to inform operational decisions.
• Conduct root-cause analyses for performance issues and recommend actionable improvements.
• Reporting & Insights
• Prepare management reports highlighting performance, efficiency, and customer behaviour trends.
• Present insights and recommendations to management in a clear, data-driven narrative.
• Continuous Improvement
• Collaborate with quality and training teams to identify areas for staff or process improvement.
• Use analytics to support process optimisation and improve customer satisfaction.
• Contribute to automation initiatives by identifying manual reporting processes that can be streamlined.
• Stakeholder Collaboration
• Work with different stakeholders to enhance data capture and reporting capabilities.
• Partner with operations teams to translate analytical findings into actionable business outcomes.

Requirements

• Advanced Excel (pivot tables, Power Query, VBA an advantage).
• Strong knowledge of SQL, Power BI, Tableau, or similar tools.
• Familiarity with contact centre metrics and performance frameworks is an added advantage