CX Performance Analyst

The Boots Company PLC; Nottingham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Boots Retirement Savings Plan (up to 0

Employee discounts

Extended leave pay (maternity/paternit

Counselling & support via TELUS Health

Flexible benefits including extra time

Job summary

Boots is seeking a CX Performance Analyst in the Central Operations team, based in Nottingham, UK. You will support real-time performance across the Customer Support Centre, driving KPIs, productivity and customer experience throughout the day.

Reporting to the CX Operations Performance Manager, this role collaborates with operational leaders and teams; the position offers both permanent and secondment options and is based at the Nottingham (Support Office) location.

Qualifications

• Experience working in a contact centre or live operational environment.
• Strong attention to detail and confidence with numbers and data.
• Ability to interpret live information and follow plans accurately.
• Clear and confident communication skills.
• Ability to stay calm, focused and organized in fast-paced situations.
• Strong time-management and prioritisation skills.
• A proactive, reliable, and team-focused approach.
• Flexibility to work 1 weekend in 5 as part of a rota.

Responsibilities

• Deliver day-to-day real-time performance management, monitoring live volumes, queues, service levels and productivity across all channels.
• Take intraday action to respond to changes in demand, absence and workload.
• Ensure resources are deployed effectively to maintain service and productivity.
• Provide timely updates to Team Leaders and Operations Managers throughout the day.
• Act as a key point of contact for real-time operational queries during your shift.
• Capture intraday issues, patterns and exceptions.
• Feed insight to the Performance Manager to support planning and improvements.

Skills

Contact centre experience

Attention to detail

Numeracy / data analysis

Clear communication

Time management

Proactive / team-focused

Weekend rota flexibility

Job description

Contract: Full-Time, Permanent / Secondment

Location: Nottingham (Support Office)

Are you ready to make a difference? Join us at Boots as a CX Performance Analyst in our Central Operations team based in Nottingham, Beeston. Here at Boots, we work every day to build a brilliant environment for our people, empowering them to make a positive impact on our customers and colleagues.

As a CX Operations Performance Analyst at Boots, you’ll support real-time performance across our Customer Support Centre, helping to meet our KPIs, productivity, and customer experience throughout the day.

This is a fast-paced operational role within our Contact Centre, reporting to the CX Operations Performance Manager and working closely with operational leaders and teams across the business. We have the capacity to recruit for this role in both a Permanent and Seconded basis.

What you’ll be doing

As a CX Performance Analyst, you will:

• Deliver day-to-day real-time performance management, monitoring live volumes, queues, service levels, and productivity across all channels
• Take intraday action in line with agreed plans to respond to changes in demand, absence, and workload
• Ensure resources are deployed effectively to maintain service and productivity
• Provide clear, timely updates to Team Leaders and Operations Managers throughout the day
• Act as a key point of contact for real-time operational queries during your shift
• Capture intraday issues, patterns, and exceptions
• Feed insight into the Performance Manager to support future planning and performance improvements

What you’ll need to have (our must-haves)

• Experience working in a contact centre or live operational environment
• Strong attention to detail and confidence working with numbers and data
• Ability to interpret live information and follow agreed plans accurately
• Clear and confident communication skills
• Ability to remain calm, focused, and organised in fast-paced situations
• Strong time-management and prioritisation skills
• A proactive, reliable, and team-focused approach
• Flexibility to support operational delivery, including working 1 weekend in 5 as part of a rota

It would be great if you also have

• Exposure to real-time performance, workforce, or scheduling activities
• Experience supporting intraday service delivery or operational coordination
• Familiarity with service level or productivity measures
• An interest in developing a career in performance or workforce operations
• Experience working across multiple channels in a customer service environment

Where your brilliance can take you

At Boots, we believe in your potential. You’ll have opportunities for career development and progression, with the support of a team that champions your growth.

Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday, discounted gym membership, life assurance, and much more.

There’s lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us

At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

What’s next?

Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.