Real-Time 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

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.