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- Tasks: Optimise customer contact systems and enhance user experience through data analysis.
- Company: Join Bluecrest, a leader in customer experience technology.
- Benefits: Enjoy competitive salary, generous leave, and extensive learning opportunities.
- Why this job: Make a real impact on customer satisfaction while developing your skills.
- Qualifications: Analytical mindset and experience with customer service technologies preferred.
- Other info: Hybrid work model with great career growth potential.
The predicted salary is between 28600 - 37700 £ per year.
Worthing, West Sussex – Hybrid Full time, Permanent £31,646 per year plus various company benefits.
You will play a critical role in the optimisation and continuous improvement of Bluecrest's CCaaS Platform and associated customer experience technologies. Working closely with the Configuration Owner, the post holder ensures that all customer contact systems, including voice, live chat, email, WhatsApp, social, dialler, and review platforms are operating efficiently, reliably, and in full compliance with regulatory and business standards. You will monitor and analyse live performance, identify resource, system or process issues, and implement configuration or workflow changes to ensure the best possible experience for our customers and the most efficient use of our resources. This role bridges operational insight with technical delivery, acting as a day-to-day owner for CCaaS performance, dialler activity, and interaction analytics across all departments.
What can we offer you in return?
- Balance & Support
- Annual Leave - Starting with 23 days, increasing to 25 after one year, and rising by one day each year up to 28 days (dependant on contracted hours)
- Company Sick Pay Scheme
- Enhanced Family Leave
- Apprenticeship Schemes
- Career Development Opportunities
- Bluecrest Academy for Aspiring Managers
- Leadership Development Programme
- 24/7 Learning Library – accessible for everyone!
- Salary exchange pension
- Employee Charity Sponsorship Scheme
- Retail and Leisure Discounts
- Home Office Allowance
- Sophos @Home Protection
- Employee Assistance Programme
- Discounted Gym Membership
- Cycle to Work Scheme
- Four Free Health Assessments per year for yourself, family or friends
- 50% Off Additional Health Tests
- Life Insurance after qualifying period & subject to terms and conditions and/or eligibility.
Responsibilities
- System Monitoring and Real-Time Management
- Maintain real-time oversight of all CCaaS modules and customer channels (voice, chat, email, social, WhatsApp, review sites) ensuring service levels are met and maintained.
- Monitor user performance, queue performance, adherence, occupancy, and routing accuracy, escalating performance risks and service deviations promptly.
- Apply short-term resource adjustments, skill changes, and routing reconfiguration to stabilise performance in real time.
- Oversee dialler campaign setup, pacing ratios, contact strategy, data loads, and compliance against all Regulatory requirements.
- Maintain service dashboards and reporting for operations, ensuring visibility of volumes, adherence, and SLA performance.
- Act as the first line of support for NICE CXone system incidents, troubleshooting faults, and coordinating resolution via Jira tickets and vendor escalation where required.
- Support the Configuration Owner in maintaining and improving CCaaS configuration, including IVRs, skills, routing logic, and automation flows.
- Manage and prioritise all CXone-related Jira tickets, ensuring timely updates, accurate categorisation (faults, change requests, enhancements), and clear communication with requestors.
- Perform daily system checks and coordinate fixes or escalations with internal or vendor support team.
- Execute approved configuration changes and test outcomes before release into Configuration.
- Support the integration and maintenance of IVR, WFM, AI functionality, Knowledge base, and Interaction Analytics features, ensuring alignment with operational workflows.
- Participate in UAT, version upgrades, and system testing for new releases and enhancements.
- Utilise Interaction Analytics (IA) to identify emerging trends, call drivers, sentiment, and repeat contact causes.
- Provide end-of-day and ad hoc performance summaries with clear commentary and data-driven recommendations.
- Support the Transformation Lead and Configuration Owner in developing data models and reports for management dashboards.
- Identify opportunities for automation, self-service, or deflection based on IA and operational data.
- Recommend and implement system or process changes that reduce handling time, improve customer satisfaction, or increase occupancy.
- Ensure dialler and outbound campaigns meet all regulatory requirements, as well as Bluecrest internal policies.
- Maintain accurate documentation and audit trails of configuration and campaign changes.
- Contribute to the design and delivery of operational training where changes impact front-line teams.
- Maintain awareness of emerging CCaaS functionality, automation tools, and AI capabilities to support future innovation.
This list of duties is not exhaustive, and the post holder may be required to undertake other reasonable duties comparable with the role as directed by management.
Contact Centre Insights Analyst in Worthing employer: Bluecrest Health Screening Limited
Contact Detail:
Bluecrest Health Screening Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Insights Analyst in Worthing
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their CCaaS platform and customer experience technologies. This will help you answer questions confidently and show you're genuinely interested.
✨Tip Number 3
Practice your interview skills with friends or family. Get comfortable talking about your experiences and how they relate to the role of a Contact Centre Insights Analyst. The more you practice, the more natural it will feel!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Contact Centre Insights Analyst in Worthing
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Contact Centre Insights Analyst role. Highlight your experience with CCaaS platforms and any relevant analytics skills. We want to see how you can bring value to our team!
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, don’t forget to mention specific tools or methodologies you’ve used in the past. We love seeing candidates who can turn data into actionable insights, so let us know how you've done that before!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity, especially when it comes to your achievements and experiences.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Bluecrest Health Screening Limited
✨Know Your CCaaS Inside Out
Make sure you understand the ins and outs of CCaaS platforms, especially the specific technologies mentioned in the job description. Familiarise yourself with how voice, live chat, email, and social channels operate within a customer contact system. This knowledge will help you demonstrate your technical understanding during the interview.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data analytics in previous roles. Be ready to share examples of how you've identified trends or issues through performance monitoring and what actions you took to improve outcomes. This will highlight your ability to bridge operational insight with technical delivery.
✨Be Ready for Real-Time Scenarios
Expect situational questions that test your ability to manage real-time performance issues. Think about how you would handle sudden drops in service levels or unexpected system failures. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Emphasise Continuous Improvement Mindset
Demonstrate your commitment to continuous improvement by discussing any past experiences where you recommended or implemented changes that enhanced customer satisfaction or operational efficiency. This aligns perfectly with the role's focus on optimising processes and systems.
