At a Glance
- Tasks: Analyse performance data and coach teams to enhance customer service.
- Company: Join a dynamic Customer Service Centre focused on excellence.
- Benefits: Inclusive workplace, career growth, and the chance to make a real impact.
- Other info: Diverse and inclusive recruitment process ensuring equal opportunities for all.
- Why this job: Turn data into action and help teams deliver outstanding customer experiences.
- Qualifications: Experience in customer service and strong analytical skills required.
The predicted salary is between 27000 - 33000 £ per year.
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 them
- Monitoring live customer demand and helping the operation respond in real time
- Reviewing customer interactions and verifying complaints, providing meaningful feedback to support team development
- Producing performance reporting that helps Team Managers understand what's working and where improvements can be made
- Coaching colleagues to improve performance and support their development
- Supporting the wider Customer Service Centre, including frontline customer support and light supervisory duties when required
Skills & Experience Required:
- Previous experience in a customer service or contact centre environment
- Experience with workforce planning, forecasting, or real-time performance management
- Ability to analyse performance data and turn it into practical recommendations
- Confident coaching skills, with the ability to give constructive feedback that helps others improve
- Strong understanding of quality, compliance, and doing right by the customer
- Clear and confident communicator, comfortable engaging with people at all levels
- High attention to detail and a genuine interest in getting things right
- Experience with workforce management or contact centre systems is essential
If you are a proactive call centre analyst who enjoys uncovering insight and helping teams perform at their best, we would love to hear from you.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.
Call Centre Performance Analyst in Glasgow employer: Huntress - Maidstone
Huntress - Maidstone is an excellent employer that fosters a dynamic and supportive work culture, perfect for ambitious Sales Executives looking to thrive in a fast-paced environment. With competitive salaries, a rewarding bonus scheme, and ample opportunities for professional growth, employees are encouraged to develop their skills while building meaningful relationships with clients. Located in Ashford, the company offers a vibrant community atmosphere, making it an ideal place for those seeking both personal and career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Performance Analyst in Glasgow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Huntress - Maidstone. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Huntress - Maidstone before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre Performance Analyst in Glasgow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Huntress - Maidstone:Your cover letter is your chance to shine! Tell us why you want to work at Huntress - Maidstone specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Huntress - Maidstone!
How to prepare for a job interview at Huntress - Maidstone
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
