Senior Data Analyst: Contact Center Performance

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

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.