Overview

Workflow & Real-Time Analyst

Reference: (phone number removed)

Umbrella Rate: £22.13/hr (Inside IR35)

What You Will Do

• Monitor live service performance, overseeing call lines and online chat activity to ensure efficiency throughout the day.
• Manage resources in real time, adjusting staffing and agent codes to maintain optimal service levels.
• Oversee the real-time inbox, ensuring prompt responses and timely communication.
• Create and maintain weekly schedules to ensure adequate coverage across all customer interaction channels.
• Produce insightful contact volume reports and analyse performance trends to support operational decisions.
• Use data to identify patterns and recommend adjustments to improve efficiency and enhance the customer experience.

What You Will Bring

• A strong work ethic, reliability, and commitment to excellence.
• Exceptional multitasking abilities, with the capacity to manage multiple priorities seamlessly.
• Excellent communication skills, both written and verbal, to build positive relationships and convey information effectively.
• Data-Driven: Comfortable working with data to draw insights and support operational decisions.
• Proficiency in Excel, including advanced formulas and functions, to automate tasks and analyse data.
• Experience with Calabrio or similar workforce management platforms is highly desirable.

This Workflow & Real-Time Analyst role is integral to achieving the company's mission of delivering outstanding customer service and operational efficiency. By modernising the workflow management system and transitioning to advanced platforms, you will directly contribute to the company's vision of innovation and excellence in customer relationship management. Your ability to coach, guide, and collaborate with team members will be pivotal in driving success and ensuring the company remains at the forefront of its industry.

Location

This exciting opportunity is based in Whitley, with hybrid working opportunities after an initial training period.

Interested?

Don't miss your chance to be part of a role that offers growth, impact, and the chance to shape the future of customer service operations. Apply now to become a Workflow & Real-Time Analyst and make your mark today!

Your CV will be forwarded to Jonathan Lee Recruitment, a leading engineering and manufacturing recruitment consultancy established in 1978. The services advertised by Jonathan Lee Recruitment are those of an Employment Agency.

In order for your CV to be processed effectively, please ensure your name, email address, phone number and location (post code OR town OR county, as a minimum) are included