Senior Analyst, Frontline Performance

📋 Description

• Break down frontline performance by specialist, queue, vendor and site — analysing operational data
• Root-cause specialist-driven moves in SLA, AHT, accuracy and utilisation, and deliver one
• Monitor specialist-level metrics for problems that never show up in the top-line numbers, and take
• Write the requirements for specialist metrics and dashboards, and refine them with Tools Support.
• Work the boundaries deliberately: hand causes that aren't specialist-driven to Business
• Sit in weekly business reviews and operational escalations, explaining what the data means to

🎯 Requirements

• 8+ years in operations analytics, workforce analytics, business intelligence or a comparable
• Ability to write complex SQL: complex joins, window functions, with judgement to know when a result
• Deep contact-centre or high-volume operations knowledge: SLA, AHT, occupancy, shrinkage, adherence.
• Proven root-cause work in a multi-vendor, multi-site delivery model.
• Ability to give one clear answer and stand behind it.
• Clear, direct communication skills — can take complex analysis and give actionable one-sentence

🎁 Benefits

• Base pay range: €84,000 — €105,000 EUR annualized (Ireland Annual Pay Range)
• Eligibility for bonus, equity, benefits, and Employee Travel Credits
• Reasonable accommodations provided throughout recruitment for applicants with disabilities
• Commitment to inclusion and belonging as an Equal Employment Opportunity employer