Real-Time CX Performance Analyst

Culligan UK limited; Wolverhampton; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

23 Days Holiday

Company pension

Sick pay after probation

Cycle to work

Employee reward & discount platform

Health Assured EAP

Online learning platform

Onsite parking

Life assurance

Job summary

Culligan UK Limited is seeking a Real Time Analyst to monitor and optimize real-time performance across Customer Experience. You will actively track telephony, Salesforce queues, and workforce utilisation, enabling proactive decisions that protect service levels and customer outcomes.

In this role you will work closely with operational leaders, produce reports and dashboards, and drive continuous improvement through data-led insights. Onsite role with comprehensive benefits in the UK.

Qualifications

• Analytical mindset with strong numeric aptitude.
• Ability to monitor multiple data streams in real time.
• Excellent communication and stakeholder engagement.

Responsibilities

• Monitor real-time performance across contact channels and Salesforce queues.
• Track KPIs such as Service Level, occupancy, and productivity.
• Identify risks and opportunities; recommend actions to protect service levels.
• Support intraday resource planning and workload management.
• Produce operational reports and dashboards for leadership.
• Collaborate with leaders to drive continuous improvement.

Job description

Culligan UK Limited is seeking a Real Time Analyst to monitor and optimize real-time performance across Customer Experience. You will actively track telephony, Salesforce queues, and workforce utilisation, enabling proactive decisions that protect service levels and customer outcomes.

In this role you will work closely with operational leaders, produce reports and dashboards, and drive continuous improvement through data-led insights. Onsite role with comprehensive benefits in the UK.