Contact Centre Resource and Performance Analyst Glasgow £29.9k - £35.9k per annum (dependent on skills and qualifications)Full-time HybridJoint-contribution pension from 6% (12% total) - Enhanced maternity and family leave - Life assurance - HolidayPlus - Virtual GP and Employee Assistance Programme plus retail and leisure discounts and many more. REQ5809Great 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 and 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 ..... full job details .....