At a Glance
- Tasks: Transform complex data into insights that enhance customer service and operational performance.
- Company: Join a leading company in customer service excellence based in Redditch, UK.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Collaborate with global teams and contribute to continuous improvement initiatives.
- Why this job: Make a real impact by improving customer experiences and driving operational success.
- Qualifications: Advanced Excel skills and experience with Power BI are essential.
The predicted salary is between 30000 - 40000 £ per year.
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:
- 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 optimization.
- Continuous improvement leadership: Actively contribute data and analysis to continuous improvement initiatives, supporting process changes and organizational 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.
To be successful in this role you will need the following:
- 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 Sales Force/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.
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.
Qualifications:
- College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
- This position may require licensing for compliance with export controls or sanctions regulations.
- Strong prior experience in comparable roles is essential.
Contact Center Analyst in Redditch employer: Cummins Inc.
Join our dynamic team in Redditch, where we prioritise employee growth and a collaborative work culture. As a Contact Center Analyst, you will benefit from continuous improvement initiatives and have access to advanced tools like Power BI, fostering your professional development while contributing to enhancing customer satisfaction. Our commitment to data-driven decision-making ensures that your insights will directly impact our operations and customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Center Analyst in Redditch
✨Tip Number 1
Network like a pro! Reach out to current or former employees in the contact centre industry, especially those at companies you're interested in. A friendly chat can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to data analysis and customer service. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Show off your analytical skills during interviews! Bring examples of how you've turned complex data into actionable insights in previous roles. This will demonstrate your ability to make an impact as a Contact Center Analyst.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Contact Center Analyst in Redditch
Some tips for your application 🫡
Show Off Your Skills:Make sure to highlight your advanced Excel and Power BI skills in your application. We want to see how you can turn complex data into clear insights, so don’t hold back on showcasing your experience with data modelling and dashboard creation!
Tailor Your Application:When applying, tailor your CV and cover letter to reflect the specific requirements of the Contact Center Analyst role. Use keywords from the job description to demonstrate that you understand what we’re looking for and how you fit the bill.
Be Clear and Concise:We appreciate clarity! When describing your past experiences, focus on how you’ve turned data into actionable insights. Keep it concise but impactful – we want to see your achievements without wading through too much fluff.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Cummins Inc.
✨Know Your Data Tools
Make sure you brush up on your Excel and Power BI skills before the interview. Be ready to discuss how you've used these tools in past roles, especially for data analysis and reporting. Show them you can turn complex data into clear insights!
✨Understand Customer Service Metrics
Familiarise yourself with key customer service metrics and how they impact performance. Be prepared to talk about how you've identified trends or risks in previous positions and what actions you took to improve customer satisfaction.
✨Showcase Your Problem-Solving Skills
Think of specific examples where you've tackled inefficiencies or bottlenecks in processes. Highlight your analytical approach and how your recommendations led to practical improvements. This will demonstrate your ability to contribute to continuous improvement initiatives.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific situations in a contact centre environment. Practice articulating your thought process and decision-making skills, especially in relation to operational support and cross-team collaboration.
