As the Financial Hardship Contact Centre Analyst, you are the engine room of our operational performance. You won't just move data around; you will own the end-to-end reporting function. From building complex SQL queries to presenting "the story" behind the numbers to executive leadership, your work will directly influence how we support customers in need. You will act as a strategic consultant to Workforce Management (WFM) and Quality Assurance (QA) to ensure our service remains both empathetic and efficient.
What you’ll do:
Performance Architecture: Build and maintain a suite of standardised scorecards (Executive, Ops, and Agent levels) that track KPIs, variances, and RAG statuses.
Data Extraction & Transformation: Use SQL to join and validate datasets across multiple sources and leverage Excel (Power Query/Power Pivot) for sophisticated modeling.
Insightful Storytelling: Develop high-quality performance decks for weekly, monthly, and annual reviews, translating "what happened" into "what we do next."
Quality & Risk Intelligence: Partner with QA to synthesize defect themes and root causes, identifying processing errors and opportunities for targeted training.
Strategic Consulting: Support WFM by providing forward-looking risk indicators, demand complexity insights, and early-warning reporting on capacity pressures.
Early Indicators: Identify early indicators to forecast and report on shifts in demand or complexity before they impact operations.
Agile Reporting: Design Minimum Viable Product (MVP) reports to provide immediate, accurate visibility during rapid changes while long-term solutions are under development.
About you
You are an experienced Contact Centre Analyst who understands the specific cadence and metrics of a regulated environment. You don't just "pull data"; you have a proven track record of producing high-level operational reporting packs, scorecards, and executive performance decks that drive business outcomes.
You are technically proficient, with demonstrated experience using SQL and Excel to extract, transform, and validate complex datasets. Beyond the technical, you possess the professional presence to present insights and performance packs directly to Operations and key stakeholders, supporting evidence-based decision-making. You have a unique ability to translate complex findings into clear, actionable options—not just raw outputs—ensuring alignment on priorities across the leadership team.
What You Bring
Technical Proficiency: Strong SQL skills for data extraction and high-level Tableau dashboard development experience.
Excel Mastery: Advanced capability, including Power Query, Power Pivot, and complex data transformation.
Operational Background: Deep experience as an Analyst within Contact Centre operations, specifically within Financial Hardship, collections, or banking.
Leadership Experience: Demonstrated ability to lead or mentor analysts within an evolving and dynamic operational environment.
Performance Insight Expertise: Experience producing executive performance packs and connecting operational drivers to business outcomes.
Communication: The ability to brief leaders clearly and confidently, turning data into a compelling narrative.
Why Join Us?
Greenfield Opportunity: As a newly created role, you have the unique chance to shape the reporting framework from the ground up and make the function your own.
Access an unlimited mental health and well-being platform, empowering you to stay balanced and thrive both personally and professionally.
Access to everyday savings: From technology, phone bills, fuel and groceries to fashion, restaurants and entertainment. Our employee benefits provider Flare can help you save every day with well-known brands
If you are a Contact Centre Analyst who loves to tell the story behind the data and is ready to build a high-performing function from the ground up, we want to hear from you.
About Probe CX
Probe CX is a global business of 9,000 team members. We believe in combining human expertise with technology to deliver exceptional results. We are a digitally-enabled and data-driven company, but first & foremost we are people-purpose led. Our team members are instrumental in delivering on our promise to provide a human touch to every interaction.
How to Apply?
Click on ‘Apply Now’. Need adjustments for accessibility needs throughout our recruitment process - please let us know. We’re happy to accommodate.
Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds.
We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive. Join us in celebrating you and your 100% authentic self!
