Senior Data Analyst

DHL; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

DHL in Singapore is seeking a Contact Centre Data Analyst to collect, analyze, and interpret operational and customer data to improve the efficiency, quality, and performance of the contact centre. You will develop automated reports and dashboards using Excel, Power BI, or similar tools, monitor key metrics, and present insights to management.

Collaboration with quality and operations teams is essential to drive continuous improvement.

Qualifications

• Advanced Excel with pivot tables, Power Query, and VBA is advantageous.
• Strong knowledge of SQL, Power BI, and Tableau.
• Familiarity with contact centre metrics and performance frameworks is a plus.

Responsibilities

• Collect and consolidate data from multiple systems (CRM, telephony, ACD, ticketing, WFM).
• Monitor performance metrics (call volumes, AHT, SLA, FCR, CSAT) and identify trends.
• Prepare management reports and data-driven insights for leadership.
• Collaborate with quality/training teams to drive staff/process improvements.
• Translate analytical findings into actionable business outcomes for Operations.

Skills

Advanced Excel

SQL

Analytics mindset

Tools

Power BI

Tableau

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

1. 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.

2. 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.

3. Reporting & Insights

• Prepare management reports highlighting performance, efficiency, and customer behaviour trends.

• Present insights and recommendations to management in a clear, data-driven narrative.

4. 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.

5. 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