Workflow & Real-Time Analyst

Our OEM Client based in Whitley, Coventry, is searching for Workflow & Real-Time Analyst to join their team, Inside IR35. This is a contract position until 1st September 2026.

Umbrella Pay Rate : £21.71 per hour.

We are looking for a passionate, self-motivated Workflow & Real-Time Analyst to join our 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 : ...