Customer Interactions Analyst

We are excited to offer you the opportunity to join our Worcester Bosch Customer Service Team as a Customer Interactions Analyst in our Contact Centre.

Our Contact Centre is at the heart of delivering exceptional customer experience, supporting customers through every stage of their journey. With a team of around 110 colleagues, we focus on combining people, data, and technology to continuously improve service delivery, optimise performance, and drive industry-leading standards. Collaboration, innovation, and a strong customer focus are at the core of everything we do.

In this role, you will be responsible for:

• Reporting & Data Analysis: Design and maintain compelling, easy to understand daily, weekly, and monthly dashboards to monitor customer demand and agent performance (e.g. interaction volumes, abandon rate, First Contact Resolution, Average Handle Time, productivity, etc.).
• Pe...