Contact Centre Performance Analyst

Job Ref: Great New Role
Sector: Call Centre
Date Added: 08 January 2018
  • Bristol, Avon, South West, England
  • £12.13 per Hour
  • Blue Arrow Bristol
  • 0117 929 9449

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We are looking for someone who has done this role before.

Our Client is a local Authority based in the City Centre that is looking for a Contact Centre Performance Analyst.

It's not essential to have used these programmes before; Genesys WFM, CCPulse and Config Manager, but what is essential is you have done this job before and understand the logic behind it and other call centre functions. An understanding of 'adherence' in a call centre environment, which basically means how you can maximise performance out of the workers to meet customer service levels.


Your main tasks would be live performance monitoring and scheduling the customer service advisors breaks and time table on what work they should be doing when and where.


About the role

  • Location: Bristol, BS1

  • Hourly Pay Rate: £12.13

  • Hours: 9am - 6pm or 8am - 5pm

  • Start date: ASAP

  • Duration: 6 months


Knowledge & Experience Required for this role


  • Knowledge of customer service principles based on practical experience in a customer service team based environment.

  • Ability to create analyse and interpret spreadsheets and other data sources.

  • Knowledge of various contact centre platforms including ACD, WFM, IVR, Face to Face queue management system.

  • Knowledge of and ability to use IT systems, forecasting and scheduling software and an understanding how systems are used to effectively deliver services.


Abilities & Aptitudes Required for this role


  • Ability to critically analyse data and information and present findings

  • Ability to build positive relationships with a wide range of people using strong communication skills, including persuading and influencing.

  • Ability to creatively seek and effectively implement solutions to problems and continuously improve the service.

  • Ability to analyse and interpret data in order to assess root causes and to make sound decisions based on this analysis and to present findings and recommendations.

  • Ability to work under pressure, using own initiative, working to deadlines and solving problems.

  • Ability to manage change in a fast moving environment.

  • Strong personal organisational and time management skills, plus and ability to organise the time of others.

  • An attention to details and accuracy in all aspects of work demonstrated through an accurate and methodical approach to work

  • An ability to be both proactive and reactive to long and short term requirements.

  • Ability to analyse problems and identify an effective solution/course of action


If this role is of interest to you, please upload your CV to this site.