Contact Operations Analyst

Islington Council; Greater London; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Leave 31-36 days

Flexible working + 35h week

Learning & development

London Living Wage

Pension scheme

Cycle to Work

Local discounts

Job summary

Islington Council's Consolidated Contact Centre is seeking a calm, data-minded Contact Operations Analyst to manage live performance across the CCC. You will monitor queues, compare demand to forecasts, and support real-time decision making to ensure residents receive a responsive service.

You will work with 8x8 and Calabrio, plus Excel and Microsoft tools, to provide timely insights to team leaders and managers. This role emphasizes collaboration and practical action in a busy environment.

Qualifications

• You will be comfortable with data, systems and people and able to stay calm as demand changes.
• Experience in a busy contact centre, workforce management, real-time operations or performance reporting is relevant.
• Experience with 8x8, Calabrio and Microsoft Excel is helpful.

Responsibilities

• Monitor live contact centre performance across queues and channels.
• Compare actual demand and performance against forecasts and highlight emerging risks.
• Support intraday resource decisions to help maintain service levels.
• Produce clear performance updates for team leaders and managers.
• Identify trends, gaps and service pressures that need action.
• Support service issue coordination during busy periods or disruption.
• Help improve workforce planning, reporting and customer experience.

Skills

Data analysis

Contact centre experience

Workforce management

Real-time operations

Calabrio

8x8

Excel

Tools

Calabrio

8x8

Excel

Job description

About The Role

Help us make it easier for Islington residents to get the support they need. Islington Council's Consolidated Contact Centre is at the heart of how residents access council services. We bring together key customer contact services into one joined-up front door, helping residents get clear, consistent and timely support across channels including phone, email, online and face-to-face support through Access Islington.

We are looking for a calm, confident and data-minded Contact Operations Analyst to help us manage live performance across the CCC. This is a practical, fast-paced role for someone who enjoys making sense of data, spotting pressure points, supporting operational decisions and helping teams deliver the best possible experience for residents.

As Contact Operations Analyst, you will play a key role in the daily running of the CCC. You will monitor live queues, track performance against forecasts, highlight risks, support resource decisions and provide managers with clear, timely insight. You will help make sure the right people are in the right place at the right time, so residents receive a responsive and reliable service.

You will use contact centre systems such as 8x8 and Calabrio to understand demand, identify trends and support real-time decision-making. You will also work closely with team leaders, operations managers and support teams to keep services stable during busy periods and help improve how we plan, report and respond.

What you'll be doing

• Monitoring live contact centre performance across queues and channels.
• Comparing actual demand and performance against forecasts and highlighting emerging risks.
• Supporting intraday resource decisions to help maintain service levels.
• Producing clear performance updates for team leaders and managers.
• Identifying trends, gaps and service pressures that need action.
• Supporting service issue coordination during busy periods or disruption.
• Helping improve workforce planning, reporting and customer experience.

About You

You do not need to know everything on day one, but you will need to be comfortable working with data, systems and people. You will be organised, curious and able to stay calm when demand changes quickly. You will enjoy working with others, asking the right questions and turning information into practical action.

This role would suit someone with experience in a busy contact centre, workforce management, real-time operations or performance reporting environment. Experience of 8x8, Calabrio, Excel and other Microsoft tools would be helpful, but your attitude, judgement and ability to communicate clearly are just as important.

Why join us?

This is an opportunity to join a service that directly affects residents’ everyday lives. The CCC is a developing, high-profile service with a strong focus on improving resident experience, supporting staff and making better use of data and digital tools. You will be part of a team that values collaboration, kindness, accountability and practical problem-solving.

Our offer to you

• Up to 31 days leave per year, increasing to 36 days after five years of local government service
• A range of flexible working arrangements to maintain a healthy work-life balance, as well as a 35-hour working week
• Learning and development opportunities to maximise your potential
• Competitive pay and a commitment to paying all staff the London Living Wage at minimum
• Excellent local government pension scheme
• Cycle to Work scheme and discounted gym memberships
• Local discounts from restaurants, shops, health and beauty therapists, and more!

Please note: Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised.

Workforce Equality, Equity, Diversity and Inclusion Statement

We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity, and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion. We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination.

We maintain a zero-tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act, including but not limited to race, disability, sexual orientation, sex, religion and belief, age, gender reassignment, marriage and civil partnership, pregnancy, and maternity. Any incidents of discrimination will be promptly investigated and addressed in line with our HR policies to ensure a safe and inclusive environment for all colleagues.

We use data to identify and address disparities, ensuring that our policies and practices are transparent and impactful in promoting a diverse representation of backgrounds and perspectives at all levels of the organisation. We look at inequality through an intersectional lens, recognising that different aspects of someone’s identity can combine to create unique experiences of discrimination and disadvantage.

We know that advancing diversity and inclusion is a continuous journey, and we must listen to our colleagues and learn where we can further improve. We work closely with our Colleague Forums and Trade Unions, supported by active allies from our Corporate Management Team, to monitor and evaluate our practices, identify barriers, and empower colleagues to promote equality and inclusion in the workplace.

Every one of us has a role to play in making Islington Council a truly inclusive workplace. By living out our CARE (collaborative, ambitious, resourceful, and empowering) values every day and embedding the principles of equality, equity, diversity, and inclusion in our work, we can all actively contribute to empowering people and creating a more equal Islington.

Pre-Employment Checks

• Proof of address
• Evidence of any name changes (if applicable)
• Right to work in the UK
• Overseas criminal record check (if applicable)
• Satisfactory references
• Occupational Health clearance
• Evidence of professional qualifications or registrations
• DBS check at the appropriate level (if applicable)

Safeguarding

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults, and expects all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.

Disability Confident Scheme

Islington Council operates a guaranteed interview scheme for candidates with disabilities who meet the minimum criteria and we are committed to providing support to applicants who request reasonable adjustments to be made during the recruitment process and throughout their career with us.