Workflow & Real-Time Analyst

Expleo UK LTD; England; On-site; GBP 30,000 - 40,000; Full time

Job summary

A prestigious Automotive Manufacturer seeks a Workflow & Real-Time Analyst to optimize service levels and enhance customer experiences. Based in Warwickshire, you'll monitor live service performance, manage staffing in real-time, and support workflow modernization. The ideal candidate should excel in data analysis, have strong communication skills, and be proficient in Excel. Join a dedicated team on a contract basis and make a significant impact on operational decisions.

Qualifications

• Thrives in a fast-paced, dynamic environment.
• Competent in taking ownership of own responsibilities.
• Ability to manage multiple priorities without compromising quality.
• Strong team player with excellent communication skills.
• 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.
• Use data to recommend adjustments for efficiency.

Skills

Fast-paced environment

Ownership of responsibilities

Managing multiple priorities

Team player

Communication skills

Data analysis

Excel proficiency

Experience with Calabrio

Tools

Excel

Calabrio

Job description

Overview

Are you a Workflow & Real-Time Analyst, seeking a new challenge? Do you have passion for future vehicle development? If so, Expleo have an opportunity for you! Our client, a prestigious Automotive Manufacturer, is currently recruiting for a Workflow & Real-Time Analyst to join their Customer Relationship Centre team, supporting Supply Chain & Production Planning. As a Workflow & Real-Time Analyst you will monitor live service performance, manage resources in real time, and produce insightful reports to support operational decisions, to ensure optimal service levels, efficient staffing, and a smooth customer experience. A key part of your role will involve supporting the modernisation of the workflow management system, transitioning from legacy platforms to a more advanced workforce management ecosystem. Based in Warwickshire, you will be supporting, a dedicated and enthusiastic team, on a contract basis.

Responsibilities

• Oversee call lines and online chat activity to ensure efficient handling throughout the day
• Adjust staffing and agent codes in real time to maintain service levels and operational flow
• Monitor and respond to the real-time inbox, ensuring timely action and communication
• Create and maintain weekly schedules to ensure adequate coverage across all channels
• Produce contact volume reports and analyse performance trends to support decision-making
• Use data to identify patterns and recommend adjustments to improve efficiency and customer experience
• Work closely with team leaders and operational managers to align resource planning with business needs
• Maintain confidentiality and demonstrates integrity in all tasks

Qualifications and Skills

• You will thrive in a fast-paced, dynamic environment
• Competent in taking ownership of own responsibilities
• Ability to manage multiple priorities without compromising quality
• Strong team player with excellent communication skills
• Comfortable working with data to draw insights and support operational decisions
• Skilled in using Excel to automate tasks, analyse data, and build reports
• Experience with Calabrio is highly desirable

Additional Information

PLEASE NOTE: To meet with current legislation, right to work checks will be carried out to ensure candidates can work in the UK. Regretfully, we are unable to support applications that require sponsorship.

How to Apply

If you are interested in applying for the role of Workflow & Real-Time Analyst or require further information, please contact:
Jacquie Linton
(phone number removed)
(url removed)