Real-Time Operations & Workflow Analyst (Contract)

Contechs; Coventry; On-site; GBP 30,000 - 42,000; Part time

Job summary

A leading analytical service provider is seeking a Workflow & Real-Time Analyst to enhance operations in their Customer Relationship Centre. This role involves real-time performance monitoring, resource management, and effective reporting to boost customer service levels. Ideal candidates should possess strong communication skills, excel in a data-driven environment, and have proficiency in Excel. Experience with Calabrio or similar systems will be beneficial. Join a dynamic team to help modernize workflow management processes.

Qualifications

• Experience with Calabrio or similar WFM platforms is highly desirable.
• A reliable team player who takes ownership of their responsibilities.
• Comfortable working with data to draw insights.

Responsibilities

• Oversee call lines and online chat activity.
• Adjust staffing and agent codes in real time.
• Monitor and respond to the real-time inbox.
• Create and maintain weekly schedules.
• Produce contact volume reports and analyse performance trends.
• Identify patterns and recommend adjustments.
• Work closely with team leaders and operational managers.

Skills

Data-Driven

Excel Proficiency

Strong Communication Skills

Multi-Tasker

Hardworking & Committed

Tools

Calabrio

Job description

A leading analytical service provider is seeking a Workflow & Real-Time Analyst to enhance operations in their Customer Relationship Centre. This role involves real-time performance monitoring, resource management, and effective reporting to boost customer service levels. Ideal candidates should possess strong communication skills, excel in a data-driven environment, and have proficiency in Excel. Experience with Calabrio or similar systems will be beneficial. Join a dynamic team to help modernize workflow management processes.