Contact Centre Performance Analyst

1 month ago

Walsall, Walsall, United Kingdom RAC Full time
About the Role

We are seeking a highly skilled and motivated Performance Analyst to join our Breakdown Assistance Centre (BAC) team. As a Performance Analyst, you will play a crucial role in driving performance improvements and enhancing our service delivery.

Key Responsibilities
  • Design and build reports to provide insights into performance trends and metrics.
  • Collaborate with analysts across Operations and DMA to ensure consistent reporting approaches and data integrity.
  • Develop and maintain the Book of Work to track progress and accountability.
  • Support First Line Managers in BAC to ensure they understand and can utilise reports to drive team performance.
Requirements
  • Advanced Excel proficiency and ability to design and manage complex forecasting models.
  • Proficiency in PowerBI and other visualisation tools and techniques.
  • Good SQL skills and understanding of statistical software packages.
  • Familiarity with call centre operations and key metrics that drive performance.
What We Offer
  • A competitive salary and benefits package.
  • The opportunity to work with a dynamic and supportive team.
  • Professional development and growth opportunities.

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