Contact Centre Quality Performance Analyst

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

Contact Centre Resource & Performance Analyst

Glasgow | £31.3k - £37.4k per annum (dependent on skills and qualifications)

Full-time | Office based

• Joint-contribution pension from 6% (12% total)
• Enhanced maternity & family leave
• Life assurance
• HolidayPlus
• Virtual GP & Employee Assistance Programme plus retail and leisure discounts & many more

REQ5809

Great customer service doesn't happen by accident.

It takes the right people, the right insight, and the confidence to keep improving every single day.

That's where you come in.

As our Call Centre Resource & Performance Analyst, you'll help make sure our Customer Service Centre is equipped to deliver brilliant experiences for every customer, every time. You'll supervise telephony and omni channel performance, forecasting and resource planning across the department, identify data trends and patterns around contact channels, supervise teams on a shift rotation, compliance and quality management of customer service data, coach colleagues to be even better, and help ensure we're always delivering safe, compliant and genuinely great service.

No two days are quite the same. One morning you could be looking at forecasting and resource plans, the next you're helping a Team Manager understand performance trends or carrying out quality reviews that make a real difference to how we support customers.

If you enjoy solving problems, asking "why?", and helping teams perform at their best, we'd love to hear from you.

If you have experience of supporting customer service centres around resourcing and forecasting and enjoy solving problems, asking "why?", and helping teams perform at their best, we'd love to hear from you.

We deliver safety, warmth, and comfort to homes and businesses. Every role, whether in the office or on the front line, plays a key part in this mission. Here’s how you will contribute…

• Planning ahead – responsible for resource planning and forecasting so we have the right people in the right place when our customers need us.
• Keeping an eye on live performance (Realtime Desk) – monitoring customer demand and helping the operation respond in real time.
• Identifying opportunities – Analysing shrinkage, telephony performance and managing planned absence.
• Championing quality – reviewing customer interactions, verifying complaints and giving meaningful feedback that helps our teams grow.
• Turning data into insight – producing performance reporting that helps Team Managers understand what's working, what isn't, and where we can improve.
• Pitching in when it matters – supporting the wider Customer Service Centre, including frontline customer support and supervisory duties on a dedicated supervisor rotation.

What you will need

• Experience of using telephony and Omni Channel platforms
• Experience of managing performance on Salesforce and Vodafone Storm
• The ability to understand how customer service operations work and what great service looks like.
• Proven experience with workforce planning, forecasting and/or real-time performance management.
• Have experience with workforce management or contact centre systems (desirable)
• Can analyse performance data and turn it into practical recommendations.
• Enjoy coaching and giving constructive feedback that helps others succeed.
• Understand the importance of quality, compliance and can identify areas of opportunity to improve performance standards
• Communicate clearly and confidently with people at all levels.
• Have a great eye for detail and enjoy getting things right.
• Can work flexibly and support the department during busy periods and standby cover across Winter months.

Not sure you meet every requirement?

Research shows some people – particularly women and those from underrepresented backgrounds – may hesitate to apply unless they meet every criteria. At SGN, we value diverse backgrounds, experiences and perspectives.

If this role interests you but you’re not sure you tick every box, we’d still love to hear fromyou. You might be just who we’re looking for – now or in the future.

Why SGN?

SGN leads pioneering research and development for a net-zero energy system. Our innovative technologies are transforming the gas industry while keeping people safe and warm. We are an award-winning employer, including CCA Gold Awards for Great Places to Work and Inclusivity and Accessibility, and a proud Gold member of the Armed Forces Covenant.

About us | Benefits | Diversity and inclusion

If you require any accommodations or support during the application process, reach out to us. We're here to help ensure an inclusive and accessible experience for everyone.