Contact Center Analyst at CUMMINGS INC

Redditch, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

28 Jul, 26

Salary

0.0

Posted On

29 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data analysis, Order management, Performance reporting, Workforce management, Call volume forecasting, Continuous improvement, Project coordination, Customer satisfaction analysis, Root cause analysis, Reporting suite development, Operational decision support, ACD performance monitoring, Cross-team collaboration, Data-driven accountability

Industry

Motor Vehicle Manufacturing

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 Cummins is an equal opportunity employer. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, sex, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity, or other status protected by law.

How To Apply:

Incase you would like to apply to this job directly from the source, please click here

Responsibilities

The Contact Center Analyst will transform complex order management and contact center data into actionable insights to improve customer service and warehouse performance. They will also lead continuous improvement initiatives and develop robust reporting suites to support data-driven decision-making across the department.