Senior Data Analyst - Contact Center Insights & Optimization

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

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.