Call Centre Performance Insights Analyst

Huntress

Scotland

On-site

GBP 26,000 - 32,000

Full time

14 days+

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Job summary

Huntress, recruiting on behalf of our client, is seeking a proactive and detail-driven Call Centre Performance Analyst to join their Customer Service Centre. This insight-led role focuses on turning data into action to help teams deliver genuinely great customer service.

The successful candidate will support resource planning and forecasting, monitor live demand, review interactions, and produce performance reports to drive improvements while coaching colleagues and supporting frontline

Qualifications

Experience in a customer service or contact centre role.
Experience in workforce planning, forecasting, or real-time performance management.
Ability to translate performance data into practical recommendations.
Strong coaching and feedback skills.
Understanding of quality and compliance in customer service.
Clear, confident communication with stakeholders at all levels.
Experience with workforce management or contact centre systems.

Responsibilities

Support resource planning and forecasting to ensure right people are in place.
Monitor live customer demand and help the operation respond in real time.
Review customer interactions and verify complaints, provide feedback.
Produce performance reporting for Team Managers to understand what's working and where to improve.
Coach colleagues to improve performance and development.
Support the wider Customer Service Centre, including frontline customer support and light supervisory duties.