Contact Center Analyst

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 actio...