Contact Center Analyst

dizes 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