Contact Centre Performance & Insights Lead

Matalan; West Kirby; Vor Ort; GBP 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

Staff discount 20%

Recognition scheme

Wellbeing support

Life Assurance

Pension scheme

Career development access

Zusammenfassung

Matalan is seeking a Contact Centre Performance Lead to translate operational data into clear priorities that improve customer outcomes, service delivery and cost efficiency across our outsource partner team and in-house Support Hub.

The role focuses on turning insights into practical improvement plans, optimising third-party systems and delivering actionable reporting to inform Customer Care strategy. You will work well in a team but also drive proactive improvements.

Qualifikationen

• Strong understanding of contact centre performance drivers.
• Experience with both inhouse and outsource partner teams.
• Ability to interpret data and turn insights into actionable recommendations.
• Excellent stakeholder collaboration and influencing skills.
• Comfort presenting insights to senior leaders and decision-makers.

Aufgaben

• Forecasting and resource planning with the forecasting and planning manager.
• Monitor real-time contact volumes and service performance; adjust plans as needed.
• Maintain visibility of resources against budget and identify cost-reduction opportunities.
• Analyse contact drivers and journey pain points to drive improvement priorities.
• Maximise use of third-party systems to improve efficiency and reduce inbound contact.
• Produce clear, actionable performance reporting in collaboration with the Data team.
• Lead performance improvement initiatives with clear actions and ownership.
• Support channel development towards a live channel as the primary interaction method.
• Build strong relationships across Support Hub, outsource partner, E-commerce and Data teams.

Kenntnisse

Contact centre performance

Data analysis

Stakeholder management

Forecasting

Cost optimisation

Communication

Tools

CRM systems

Forecasting software

Jobbeschreibung

Matalan is seeking a Contact Centre Performance Lead to translate operational data into clear priorities that improve customer outcomes, service delivery and cost efficiency across our outsource partner team and in-house Support Hub.

The role focuses on turning insights into practical improvement plans, optimising third-party systems and delivering actionable reporting to inform Customer Care strategy. You will work well in a team but also drive proactive improvements.