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
