Workflow & Real-Time Analyst - Customer Relationship Centre

Job Description:

Position Title: Workflow & Real-Time Analyst - Customer Relationship Centre

Duration: Contract

Location: Whitley

Role Overview:

• Our Client is looking for a passionate, self-motivated Workflow & Real-Time Analyst to join the Customer Relationship Centre team.
• This role is integral to our daily operations and requires a dedicated individual who thrives in a fast-paced, dynamic environment.
• You will be responsible for monitoring live service performance, managing resources in real time, and producing insightful reports to support operational decisions.
• Your work will help ensure optimal service levels, efficient staffing, and a smooth customer experience.
• Your people skills need to be paramount to coach and guide team members daily to enable to the centre to deliver the best service possible.
• A key part of your role will involve supporting the modernisation of the CRC's workflow management system, transitioning from legacy platforms to a more advanced workforce management ecosystem.
• With the planned introduction of Calabrio, experience with this system is highly desirable.

Key Responsibilities:

• Real-Time Monitoring: Oversee call lines and online chat activity to ensure efficient handling throughout the day.
• Resource Management: Adjust staffing and agent codes in real time to maintain service levels and operational flow.
• Inbox Oversight: Monitor and respond to the real-time inbox, ensuring timely action and communication.
• Schedule Management: Create and maintain weekly schedules to ensure adequate coverage across all channels.
• Reporting & Analysis: Produce contact volume reports and analyse performance trends to support decision-making.
• Trend Identification: Use data to identify patterns and recommend adjustments to improve efficiency and customer experience.
• Collaboration: Work closely with team leaders and operational managers to align resource planning with business needs.

What We're Looking For:

• Hardworking & Committed: A reliable team player who takes ownership of their responsibilities.
• Multi-Tasker: Able to manage multiple priorities without compromising quality.
• Approachable & Supportive: Builds positive relationships and communicates effectively with colleagues.
• Trustworthy: Maintains confidentiality and demonstrates integrity in all tasks.
• Strong Communication Skills: Clear, concise, and confident in both written and verbal communication.
• Data-Driven: Comfortable working with data to draw insights and support operational decisions.
• Excel Proficiency: Skilled in using Excel formulas and functions to automate tasks, analyse data, and build reports.
• Experience with Calabrio or similar WFM platforms is highly desirable.