Contact Center Analyst

We are looking for a talented Contact Center Analyst to join our team specializing in Customer Service for our EU Aftermarket Meritor Customer Department in Redditch, United Kingdom.

Responsibilities

• Performance visibility: Turn complex end-to-end order management and contact center data into clear insights that improve daily Customer Service and warehouse shipment performance
• Operational decision support: Provide timely and accurate performance analysis to Supervisors and Managers, enabling faster issue resolution and better day‑to‑day decision making
• Trend and risk identification: Proactively identify performance trends, risks and root causes across Customer Support and order management processes, and recommend practical solutions
• Reporting excellence: Define, build and roll out a robust reporting suite that standardizes department performance metrics and supports data‑driven accountability
• Customer experience improvement: Analyse customer satisfaction and contact center metrics to support continuous improvements aligned to evolving customer expectations
• Contact Center optimization: Monitor ACD performance and develop actionable reports that support workforce management, call volume forecasting and staffing level optimisation
• Continuous improvement leadership: Actively contribute data and analysis to continuous improvement initiatives, supporting process changes and organisational goals
• Cross‑team collaboration: Support the global analyst team and act as project coordinator or workstream owner, ensuring analytical consistency and successful project delivery across regions

Qualifications

• Advanced Excel skills (pivot tables, Power Query, complex formulas, data validation)
• Experience with Power BI (or similar BI tools) – data modelling, dashboard creation visual storytelling for leadership audience
• Ability to manipulate and cleanse large datasets from multiple sources
• Ability to translate raw data into clear, decision‑driving insight
• Trend analysis, root cause analysis, and performance insight generation
• Strong knowledge of Salesforce/Service Cloud (CRM)
• Power BI Reporting
• Ability to map and analyse end‑to‑end processes, identify bottlenecks, inefficiencies
• Experience reducing manual effort through automated reports, self‑service dashboards
• Creation of clear standard reports and definitions
• Ability to tailor data outputs for senior leadership, operational leaders & front‑line teams
• Turning analysis into practical actions and recommendations
• Required knowledge & experience
• This position may require licensing for compliance with export controls or sanctions regulations.

Outputs this role owns

• Daily/Weekly/monthly performance dashboards
• Team quality audits
• Executive summaries for leadership reviews
• Capacity, workload, and trend analysis
• Data support for structural or process change initiatives

Education & Experience

• College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required
• Strong prior experience in comparable roles is essential.

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