Workflow & Analyst – Customer Relationship Centre

Are you passionate about enhancing customer experience through effective resource management and real-time monitoring? We’re seeking a dedicated
Workflow & Real-Time Analyst to support our client's dynamic contact centre team in Whitley, Coventry. This full-time role offers an exciting opportunity to impact daily operations by overseeing service levels, analysing performance, and fostering efficient workflows.

In this role, you'll monitor live contact activity, adjust staffing in real time, and produce insightful reports that guide operational decisions. Your expertise in Excel, coupled with experience in platforms like Calabrio, will be essential as you support the modernisation of our Workforce Management System. Collaboration is key, and you'll work closely with team leaders to optimise resource planning and ensure an outstanding customer experience.

If you are detail-oriented, a proactive communicator, and thrive in fast-paced environments, we would love to hear from you. Join us in delivering exceptional customer service and making a real difference.

Note:

Due to the nature of this position we can not accept applications requiring sponsorship.