Real-Time CX Performance Analyst

Culligan International; Wolverhampton; Hybrid; GBP 28,000 - 38,000; Full time

Benefits offered by this job

23 Days Holiday + Bank Holidays

Company Pension Scheme

Company Sick pay (after qualifying per

Cycle to Work Scheme Available

Employee Reward & Discount Platform

24/7 access to Employee Assistance Pro

Access to on-going learning and dev.

Onsite parking available

Life Assurance Scheme

Job summary

Culligan International is seeking a Real Time Analyst to monitor and optimise real-time performance across Customer Experience, ensuring service levels, case SLA adherence, and customer outcomes are consistently met.

You will work closely with operational leaders, monitor telephony channels, Salesforce queues, and workforce utilisation, delivering data-driven insights to protect service quality and drive continuous improvement.

Qualifications

• Strong analytical capability with a focus on real-time operations.
• Experience monitoring contact channels, queues and KPIs.
• Ability to engage with leaders at all levels and translate data into actions.
• Familiarity with incident management and continuous improvement practices.

Responsibilities

• Real-Time Performance Monitoring across channels and KPIs.
• Resource Planning & Management to align staffing with demand.
• Workload & Queue Management to balance case distribution.
• Monitor Workforce Performance and adherence; identify improvement actions.
• Produce Analysis & Reporting dashboards for management.

Skills

Real-time analytics

Stakeholder management

Contact center metrics

Data storytelling

Tools

Salesforce

Job description

Culligan International is seeking a Real Time Analyst to monitor and optimise real-time performance across Customer Experience, ensuring service levels, case SLA adherence, and customer outcomes are consistently met.

You will work closely with operational leaders, monitor telephony channels, Salesforce queues, and workforce utilisation, delivering data-driven insights to protect service quality and drive continuous improvement.