Contact Centre Performance & Forecasting Specialist

Cornerstone; Glasgow; On-site; GBP 31,000 - 37,000; Full time

Benefits offered by this job

Joint-contribution pension 6% (12% of总

Enhanced maternity & family leave

Life assurance

HolidayPlus

Virtual GP & Employee Assistance

Job summary

SGN is seeking a Call Centre Resource & Performance Analyst in Glasgow to optimise our Customer Service Centre. You will supervise telephony and omni-channel performance, forecast demand and manage resources to meet service levels across shifts.

You will analyse performance data, coach colleagues, and ensure quality and compliance in all customer interactions, delivering safe, warm, and efficient service.

Qualifications

• Experience with telephony and Omni-Channel platforms.
• Proven experience in workforce planning, forecasting and/or real-time performance management.
• Ability to analyse performance data and turn insights into practical recommendations.
• Strong coaching skills and ability to give constructive feedback.
• Good understanding of quality and compliance in customer service.

Responsibilities

• Oversee forecasting and resource planning for the Customer Service Centre.
• Monitor live performance and respond to demand in real time.
• Identify opportunities by analysing shrinkage and telephony performance.
• Conduct quality reviews and provide feedback to improve performance.
• Produce performance reports to help managers understand trends and improvements.
• Support frontline operations and supervisory activities when needed.

Skills

Telephony platforms

Omni-channel platforms

Workforce planning

Forecasting

Real-time performance

Data analysis & insights

Coaching & feedback

Quality & compliance

Communication across levels

Operational understanding of CS

Tools

Salesforce

Vodafone Storm

Job description

SGN is seeking a Call Centre Resource & Performance Analyst in Glasgow to optimise our Customer Service Centre. You will supervise telephony and omni-channel performance, forecast demand and manage resources to meet service levels across shifts.

You will analyse performance data, coach colleagues, and ensure quality and compliance in all customer interactions, delivering safe, warm, and efficient service.