Call Centre Performance Analyst

Huntress - Maidstone • Permanent • Glasgow, Glasgow City, Scotland, United Kingdom • £30k - £35k / year • 1w ago

We are currently recruiting on behalf of our client for a proactive and detail-driven Call Centre Performance Analyst to join their Customer Service Centre. This is a varied and insight-led role, offering a fantastic opportunity for someone who enjoys turning data into action and helping teams deliver genuinely great customer service.

Key Responsibilities:

Supporting resource planning and forecasting to ensure the right people are in place when customers need them
Monitoring live customer demand and helping the operation respond in real time
Reviewing customer interactions and verifying complaints, providing meaningful feedback to support team development
Producing performance reporting that helps Team Managers understand what's working and where improvements can be made
Coaching colleagues to improve performance and support their development
Supporting the wider Customer Service Centre, including frontline customer support and light supervisory duties when required

Skills & Experience Required:

Previous experience in a customer service or contact centre environment
Experience with workforce planning, forecasting, or real-time performance management
Ability to analyse performance data and turn it into practical recommendations
Confident coaching skills, with the ability to give constructive feedback that helps others improve
Strong understanding of quality, compliance, and doing right by the customer
Clear and confident communicator, comfortable engaging with people at all levels
High attention to detail and a genuine interest in getting things right
Experience with workforce management or contact centre systems is essential

If you are a proactive call centre analyst who enjoys uncovering insight and helping teams perform at their best, we would love to hear from you.

Huntress Search Ltd acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.

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