Senior Analyst, Frontline Performance

About this role

📋 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

Source listing: empllo_remote