DESCRIPTION
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.
In this role, you will make an impact in the following ways:
1. 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
2. Operational decision support: Provide timely and accurate performance analysis to Supervisors and Managers, enabling faster issue resolution and better day to day decision making
3. Trend and risk identification: Proactively identify performance trends, risks and root causes across Customer Support and order management processes, and recommend practical solutions
4. Reporting excellence: Define, build and roll out a robust reporting suite that standardizes department performance metrics and supports data driven accountability
5. Customer experience improvement: Analyse customer satisfaction and contact center metrics to support continuous improvements aligned to evolving customer expectations
6. Contact Center optimization: Monitor ACD performance and develop actionable reports that support workforce management, call volume forecasting and staffing level optimization
7. Continuous improvement leadership: Actively contribute data and analysis to continuous improvement initiatives, supporting process changes and organizational goals
8. 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
RESPONSIBILITIES
To be successful in this role you will need the following:
9. Required knowledge & experience
10. Advanced Excel skills (pivot tables, Power Query, complex formulas, data validation)
11. Experience with Power BI (or similar BI tools) data modelling, dashboard creation visual storytelling for leadership audience
12. Ability to manipulate and cleanse large datasets from multiple sources
13. Ability to translate raw data into clear, decision driving insight
14. Trend analysis, root cause analysis, and performance insight generation
15. Strong knowledge of Sales Force/Service Cloud (CRM)
16. Power BI Reporting
17. Ability to map and analyse end to end processes, identify bottlenecks, inefficiencies
18. Experience reducing manual effort through automated reports, self-service dashboards
19. Creation of clear standard reports and definitions
20. Ability to tailor data outputs for senior leadership, operational leaders & front-line teams
21. Turning analysis into practical actions and recommendations Outputs This Role Owns
22. Daily/Weekly / monthly performance dashboards
23. Team quality audits
24. Executive summaries for leadership reviews
25. Capacity, workload, and trend analysis
26. Data support for structural or process change initiatives
QUALIFICATIONS
Education/ Experience:
27. College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required
28. This position may require licensing for compliance with export controls or sanctions regulations.
29. Strong prior experience in comparable roles is essential.
100% On-Site No