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- Tasks: Monitor live service performance and manage resources in real time for optimal customer experience.
- Company: Join a respected global organisation with a focus on customer relationship excellence.
- Benefits: Competitive pay, hybrid working options, and comprehensive training provided.
- Why this job: Make a real impact by enhancing customer experiences through data-driven insights.
- Qualifications: Strong Excel skills and experience with workforce management platforms preferred.
- Other info: Enjoy structured onboarding and excellent career growth opportunities in a dynamic environment.
The predicted salary is between 17 - 26 £ per hour.
Location: Whitley, Coventry
Contract Type: 12-month contract Inside IR35 – Hybrid role
Rate: £21.88 per hour (Umbrella PAYE)
Role Overview: We are seeking a passionate and self-motivated Real-Time Analyst (RTA) to join the Customer Relationship Centre (CRC) team on a 12-month contract, based at our Whitley, Coventry site. This role is critical to supporting daily operational performance across multiple customer contact channels. As a Real-Time Analyst (RTA), you will monitor live service performance, manage resources in real time, and produce insightful reports to support operational decision-making in a fast-paced environment. You will work closely with team leaders and operational managers, providing day-to-day support, coaching, and guidance to help deliver an excellent customer experience. The role will also support the modernisation of the CRC’s workflow management capability, transitioning from legacy systems to an advanced workforce management solution. Experience with Calabrio or similar WFM platforms is highly desirable, with full training provided on systems and processes.
Responsibilities
- Monitor live call lines and online chat activity to ensure efficient handling throughout the day
- Manage resources in real time, adjusting staffing levels and agent activity codes to maintain service levels
- Monitor and manage the real-time inbox, ensuring timely actions and effective communication
- Create and maintain weekly schedules to ensure adequate coverage across all customer contact channels
- Produce contact volume and performance reports to support operational decision-making
- Analyse trends and patterns in data, identifying opportunities to improve efficiency and customer experience
- Work collaboratively with team leaders and operational managers to align resource planning with business needs
Ideal Candidate
- Hardworking and committed, taking ownership of responsibilities and outcomes
- Comfortable managing multiple priorities in a fast-paced operational environment
- Approachable and supportive, with the ability to build positive working relationships
- Trustworthy, with a strong sense of integrity and confidentiality
- Strong written and verbal communication skills
- Data-driven, confident using insight to support operational decisions
- Strong Excel skills, including formulas and functions to analyse data, automate tasks, and build reports
- Experience with Calabrio or similar workforce management platforms is highly desirable
Working Pattern
Hybrid Working
The initial 3–4-week induction and training period will be fully office-based, requiring attendance 5 days per week at the Whitley site. Subject to individual performance and Trainer/Team Leader sign-off, the role will transition to hybrid working: 2 days per week on site (typically Tuesday and Wednesday) and 3 days per week working from home.
This role offers a great opportunity to join a well-established organisation on a long-term contract, with structured onboarding and hybrid flexibility once fully trained.
Join Us
This is an opportunity to join a respected global organisation where workforce planning and real-time operational insight play a vital role in delivering outstanding customer experiences. If you are an experienced professional who enjoys working with data, people, and operational teams, we’d love to hear from you. Apply today to take the next step in your real-time analysis career. All applications will be treated in the strictest confidence.
Real-Time Analyst (RTA) in Coventry employer: Ashby Finance
Contact Detail:
Ashby Finance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real-Time Analyst (RTA) in Coventry
✨Tip Number 1
Network like a pro! Reach out to current employees at the company or in similar roles on LinkedIn. A friendly chat can give us insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to real-time analysis. We should also be ready to discuss how we can use data to improve customer experiences, as that’s key for this role.
✨Tip Number 3
Show off our Excel skills! Be ready to demonstrate how we can analyse data and create reports. Maybe even bring a sample report to discuss during the interview to really impress them.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, it shows we’re serious about joining the team!
We think you need these skills to ace Real-Time Analyst (RTA) in Coventry
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with real-time analysis and workforce management. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Data Skills: Since this role is all about data-driven decision-making, be sure to mention your proficiency in Excel and any experience you have with WFM platforms like Calabrio. We love seeing candidates who can confidently analyse data and use it to improve operations.
Communicate Clearly: Strong written communication is key for this position. When crafting your application, keep it clear and concise. Use bullet points where necessary to make it easy for us to see your qualifications at a glance.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Ashby Finance
✨Know Your Data
As a Real-Time Analyst, you'll be working with data daily. Brush up on your Excel skills and be ready to discuss how you've used data to make decisions in the past. Bring examples of reports you've created or trends you've analysed to showcase your analytical abilities.
✨Understand the Role
Familiarise yourself with the responsibilities outlined in the job description. Be prepared to discuss how you would monitor live service performance and manage resources in real time. Think about specific scenarios where you successfully handled multiple priorities in a fast-paced environment.
✨Show Your Team Spirit
This role involves working closely with team leaders and operational managers. Highlight your experience in building positive working relationships and how you've supported colleagues in achieving their goals. Share examples of how you've coached or guided others to improve performance.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's transition to advanced workforce management solutions. This shows your interest in the role and the organisation's future. Ask about the tools they use, like Calabrio, and how they envision the RTA contributing to operational success.
