Incident Management Analyst supporting IT incident response and coordination for global IT services in fast - paced environments. Collaborating with technical teams and stakeholders for efficient incident management.
About the role
- Customer Insights Analyst at CarTrawler translating performance data into insights for operational improvements. Collaborating closely with Contact Operations to drive evidence-based decisions.
Responsibilities
- Own the end-to-end performance reporting rhythm across Contact Operations, ensuring outputs are accurate, trusted and action-oriented.
- Evaluate emerging AI for performance reporting use cases; contribute to AI-enabled insights/alerts moving toward predictive/prescriptive insight.
- Produce clear performance narratives that explain what happened, why it happened and what action is being taken.
- Analyse service levels, productivity, efficiency and repeat contact drivers to identify improvement opportunities.
- Support forecasting and intraday performance through insight-led analysis of demand, staffing and queue behaviour.
- Build and maintain dashboards and automated reporting that enable faster, self-serve decision-making.
- Partner with quality, training and operations teams to link performance outcomes to root causes and capability drivers.
Requirements
- 2–3+ years professional experience working with data, with a track record of delivering actionable insights.
- Experience working with operational or performance data in a fast-paced, stakeholder-driven environment.
- Strong understanding of contact centre metrics and the levers that influence service, efficiency and quality.
- Advanced Excel skills and working knowledge of SQL and BI tools.
- A strong data quality mindset, with attention to reconciliation, validation and trust in reporting.
- The ability to tell clear, compelling stories with data that drive action.
- Curiosity to explore automation and AI-enabled approaches to performance insight.
Benefits
- Competitive pay and benefits, including a performance-based annual bonus, fully subsidised VHI health insurance and pension matching up to 4%.
- Generous time off and flexible working, including 25 days’ annual leave, extra company days, monthly Friday Unplugged afternoons and the option to work abroad for up to 20 days a year.
- Comprehensive wellbeing support, including access to health and mental health programmes (HeadsUp and EAP) and paid leave for marriage, volunteering and personal wellbeing including menstrual, menopause, and fertility leave.
- Growth and recognition culture with development opportunities through training, coaching and study support plus programmes that celebrate individual and team achievements.
- Everyday perks that make a difference - subsidised canteen (KC Peaches), on-site car parking, Bike to Work and TaxSaver schemes plus an active Sports & Social Club.
Job title
Job type
Experience level
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Not specified
Degree requirement
Tech skills
Location requirements
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