contact center analyst Work, Jobs in solihull (with Salaries)

Contact Center Analyst
Cummins Inc. —Redditch
- Microsoft Excel
- Sales
- Relocation assistance
Service Desk Analyst
Sysco —Tamworth
- Full-time
- Bilingual
- Customer service
- English
Service Desk Analyst - Swedish Speaking
Sysco International —Tamworth
- Full-time
- Remote
- Bilingual
- Customer service
- English
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Contact Center Analyst

Cummins Inc. -
Redditch

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Job details

Benefits

Relocation assistance

Qualifications

Power BI
Microsoft Excel
Sales
Pivot tables
Root cause analysis

Full job 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:

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:

Required knowledge & experience
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 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
This position may require licensing for compliance with export controls or sanctions regulations.
Strong prior experience in comparable roles is essential.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Exempt - Experienced

ReqID 2427831

Relocation Package No

100% On-Site No

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