Call Centre Performance Analyst

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 themMonitoring live customer demand and helping the operation respond in real timeReviewing customer interactions and verifying complaints, providing meaningful feedback to support team developmentProducing performance reporting that helps Team Managers understand what''s working and where improvements can be madeCoaching colleagues to improve performance and support their developmentSupporting the wider Customer Service Centre, including frontline customer support and light supervisory duties when requiredSkills and Experience Required:Previous experience in a customer service or contact centre environmentExperience with workforce planning, forecasting, or real-time performance managementAbility to analyse performance data and turn it into practical recommendationsConfident coaching skills, with the ability to give constructive feedback that helps others improveStrong understanding of quality, compliance, and doing right by the customerClear and confident communicator, comfortable engaging with people at all levelsHigh ..... full job details .....