Contact Centre Data Analyst

We are seeking a meticulous and analytical Data Analyst to join our team in the Contact Centre here in An Post!

The primary purpose of this role is to collect, analyse, and interpret large datasets to provide actionable insights that drive business decisions.

In this role, you will work closely with Contact Centre management to support data-driven strategies and improve operational efficiency. Reporting directly to the Data Steward Manager, you will play a key role in identifying trends and ensuring that team leaders and their teams understand and implement the required strategies.

This role combines advanced data analysis, technical expertise in Data Integration, reporting tools, and CRM to optimise Contact Centre performance, drive process improvements, and ensure technical systems support operational excellence.

Please note: This role is base in the An Post HQ, EXO Building, North Wall Quay, Dublin 1 and is fully on onsite.

Responsibilities:

The principal responsibilities associated with this role include, but are not limited to the following:

• Collect and analyse large sets of data from multiple sources and systems
• Collaborate with the Contact Centre team to understand and maintain focus on their analytics needs, including critical metrics and KPIs, and deliver actionable insights to relevant decision-makers
• Proactively analyse data to answer key questions for stakeholders and management, with an eye on what drives business performance, and investigate and communicate which areas need improvement in efficiency and productivity
• Create and maintain rich interactive visualisations through data interpretation and analysis, with reporting components from multiple data sources
• Ensure data integrity and accuracy
• Develop and maintain databases by acquiring data from primary and secondary sources, and build scripts that will make our data evaluation process more flexible or scalable across datasets
• Act as a subject matter expert for Data integration systems and CRM tools within the contact centre
• Collaborate with IT and other stakeholders to ensure Data Integration tools and CRM systems are configured and optimised to meet operational requirements
• Troubleshoot and resolve technical issues related to Data Integration tools and CRM systems, minimising downtime and ensuring seamless operations
• Recommend and implement system enhancements to improve functionality and user experience
• Support integration of new features and tools to existing systems
• Demonstrate An Post values and behaviours in your day to day work and address behaviour that supports/conflicts with them.

Knowledge & Experience:

We are seeking someone with solid experience in data analysis and evaluation, with a strong background in data management. Ideally, you will have practical hands-on experience in a similar role focusing on data visualisation and working on continuous improvement with a range of systems.

The ideal candidate will have expertise in data mining, visualisation, and Excel, with the ability to quickly master new analytics tools. Strong collaboration, communication skills, and a passion for improving contact centre operations while managing multiple priorities are essential for success.

A relevant qualification or sufficient experience working with large data sets from a similar customer centric or contact centre environment is required. Strong knowledge of An Post operations would also be beneficial in this role.

Additionally, you should have a keen eye for trends and insights, constantly seeking ways to optimise customer experience. You will demonstrate strong initiative and the ability to work independently to make meaningful contributions to our contact centre’s success.

Critical Competencies

(The following competencies are critical to the delivery of results and/or to superior performance in this role:)

• Innovation
• Problem Solving and Analysis
• Technical/Professional Knowledge
• Results Orientated
• Decision Making/Judgement

About the Benefits

In addition to a highly competitive remuneration package we offer access to the following:

• An Post Company Medical Scheme
• An Post Pension Scheme
• PRIP Bonus Scheme
• Paid Maternity Leave
• Paid Paternity Leave
• An Post Employee Assistance Programme
• Digital gym with daily scheduled workouts
• Secure on-site bicycle parking & Cycle to Work Scheme
• Tax Saver Travel Pass
• City centre location

How to Apply?

We welcome all interested candidates to submit a detailed CV by 5.00pm on Tuesday 18th March 2025.

At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. An Post is committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please contact us.

About An Post

An Post is one of Ireland’s leading organisations, offering financial and postal services as well as being a trusted gateway to government services. We are transforming from the old world of traditional letters and cash to the new digital world of e-commerce parcels and financial services.

An Post’s core purpose — to act for the common good, improving the lives of people in Ireland, now and for generations to come — is aligned with the United Nations Sustainable Development Goals, putting sustainability at the centre of everything we do. Corporate Social Responsibility plays a pivotal role at An Post as we focus on developing long-term sustainability. Diversity and Inclusion are also embedded in our strategy, as we continuously evolve to be representative of our employees and the communities we serve. Read more about our strategy and our progress today!