Customer Service Performance Analyst

Are you passionate about optimizing performance and improving processes? As a Customer Service Performance Analyst, you'll play a pivotal role in driving efficiency and excellence in our customer service operations. Working closely with the Fulfilment Performance Manager, you will act as the key support in ensuring our team leaders execute customer service processes seamlessly. Your insights and analysis will directly influence the performance of our customer service teams, making a real impact on the experience we deliver to our customers.
Using a range of advanced tools and software (including ERP systems, Business Information Reporting Suites, Vonage, Float, Front, and Forecasting), you'll transform data into actionable insights that help shape the future of our customer service operations. This is a fantastic opportunity to work at the heart of a dynamic team and contribute to the ongoing success of our business.
What You'll Do:
+ Update and manage capacity plans with real-time performance data, investigating deviations and proposing solutions to improve accuracy.
+ Collaborate with the Fulfilment Performance Manager to enhance capacity planning and reporting, ensuring operational excellence.
+ Analyze and update demand forecasts to align with supply chain planning, identifying gaps and presenting solutions to meet commercial and financial objectives.
+ Act as a key liaison for queries from operational managers, providing data-driven insights and recommendations to resolve issues.
+ Monitor KPIs and identify trends, working closely with team leaders to implement improvements and drive performance.
+ Support workload management across customer service teams to ensure we meet demand while maintaining service standards.

+ Strong data analysis and problem-solving abilities
+ Proficiency with Microsoft Office, especially Excel
+ Excellent communication skills, able to work with all levels of the organization
+ Ability to thrive in a fast-paced environment and meet deadlines
+ A proactive approach to identifying process improvements
Desirable Skills:
+ Previous experience with Calor's systems and processes
+ Experience in a similar analytical role
+ Understanding of fulfilment processes and supply chain
+ A degree in Supply Chain, Business, or a related field

This role offers a unique opportunity to be part of a high-performing team and make a significant impact on the efficiency of our customer service operations. You'll have the chance to work with industry-leading tools, develop your skills, and contribute to a business that values innovation and continuous improvement.
What we can offer you!
+ 25 days annual leave plus 8 Bank Holidays
+ Holiday Purchase
+ Private Medical Insurance
+ Company pension scheme
+ Life Assurance
+ Company car/cash allowance
+ Staff Discounts on Gas