Job Description We are excited to offer you the opportunity to join our Worcester Bosch Customer Service Team as a Customer Interactions Analys t in our Contact Centre. Our Contact Centre is at the heart of delivering exceptional customer experience, supporting customers through every stage of their journey. With a team of around 110 colleagues, we focus on combining people, data, and technology to continuously improve service delivery, optimise performance, and drive industry-leading standards. Collaboration, innovation, and a strong customer focus are at the core of everything we do. In this role, you will be responsible for: Reporting & Data Analysis: Design and maintain compelling, easy to understand daily, weekly, and monthly dashboards to monitor customer demand and agent performance (e.g. interaction volumes, abandon rate, First Contact Resolution, Average Handle Time, productivity, etc.). Performance Optimization: Analyse call flow, staff productivity, and channel metrics to recommend improvements to scheduling and service levels. Customer Insight Generation: Analyse interaction trends and call transcripts to detect patterns, anomalies, and root causes to improve customer experience, identify process improvement opportunities and training needs for colleagues and support cost optimisation. Demand and Resource Forecasting: Build, maintain, and enhance short-, medium-, and long-term forecasting models to provide projections for future trends, demand, and resource needs, enabling proactive planning. Stakeholder Collaboration: Present actionable insights and data-driven recommendations to management to support informed business decisions. This is a fantastic opportunity for someone who is passionate about data, problem solving, and driving performance in a fast-paced, customer-focused environment. You’ll play a key role in shaping a high-performing, insight-led contact centre while continuously developing your own skills and expertise. Interested? Upload your CV today!