Who You Are You are a detail-oriented professional with expertise in data analysis and reporting. You possess strong abilities in creating and managing statistical reports, ensuring efficient resource allocation, and meeting customer satisfaction goals. Your skill set includes proficiency in forecasting contact volumes and analyzing trends. You thrive in collaborative environments and actively support equality and health and safety practices within the organization. You are adaptable and capable of taking on additional responsibilities as needed. What the Job Involves As a Service Performance Analyst, you will work closely with Contact Centre Managers to produce and maintain statistical reports for optimal contact centre performance. Your responsibilities include creating schedules in compliance with working time regulations, distributing detailed reports on Key Performance Indicators, and managing data for Management Information Systems. You will act as a liaison with ICT and external routing suppliers, develop contact channels according to service level agreements, and share reports with key stakeholders. Additionally, you will analyze data trends to forecast future contact volumes and support the Customer & Digital Services Directorate in various tasks as directed by your manager.