Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Optimise customer contact systems and enhance user experience through data analysis.
- Company: Join Bluecrest, a leading health intelligence company dedicated to improving wellbeing.
- Benefits: Enjoy competitive salary, generous leave, and extensive learning opportunities.
- Why this job: Make a real impact on health monitoring while developing your skills in a dynamic environment.
- Qualifications: Experience in contact centre analytics and strong analytical skills required.
- Other info: Be part of a diverse team that values inclusion and personal growth.
The predicted salary is between 26000 - 37000 £ per year.
At Bluecrest, we’re more than a health assessment provider - we’re the health intelligence company. Since our founding in 2012, we’ve been on a mission to make high-quality, affordable health monitoring accessible to everyone across the UK and Ireland. Serving both individual customers and businesses, we empower people to take control of their wellbeing through early detection and long-term health insights. Our purpose is simple yet powerful: to give everyone confidence in their health. By 2028, our vision is to be the UK’s leading health intelligence company, delivering vital health insights to over a million people every single day.
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?
- 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
- Learning & Development
- 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.
- Workflow & Configuration Support
- 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.
- Analytics & Insight
- 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.
- Continuous Improvement & Governance
- 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.
Requirements
Key skills and experience – Essential
- Proven experience in a real-time management, workforce planning, or contact-centre analytics role within a multi-channel environment.
- Strong analytical and problem-solving skills, able to interpret live data and act decisively.
- Excellent communication and influencing skills across technical, analytical, and operational teams.
- Advanced Excel skills and experience of dashboards or MI tools.
- Highly organised with the ability to prioritise and manage multiple tasks in a fast-moving environment.
- Strong attention to detail, data accuracy, and process discipline.
- Understanding of contact centre metrics, call flows, customer and advisor behaviours, and best practices for performance optimisation.
Key skills and experience – Desirable
- Experience with Interaction Analytics, dialler administration, or IVR configuration.
- Practical experience configuring or monitoring NICE CXone (or equivalent CCaaS platform).
- Understanding of OFCOM outbound dialling regulations and GDPR requirements.
- Familiarity with Power BI, SQL, or scripting for data interrogation.
- Exposure to automation, bots, or AI-based routing technology.
- Experience managing Jira or similar ticketing systems to track and resolve system issues.
Please note: All roles at Bluecrest Wellness will require a satisfactory criminal record check as part of our onboarding process.
If you believe your skills, experience, and enthusiasm could make a real impact here at Bluecrest and you’re looking for a place where you can truly belong, we’d be thrilled to hear from you.
We’re committed to fostering an environment where everyone is treated with dignity and equality, regardless of background, identity, or circumstance. Our employment practices are firmly rooted in the principles of diversity, equity, and inclusion and all employment decisions are based on merit, role requirements and the evolving needs of our organisation.
Contact Centre Systems and Data Analyst in London employer: Bluecrest Wellness
Contact Detail:
Bluecrest Wellness Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Systems and Data Analyst in London
✨Tip Number 1
Get to know Bluecrest! Research the company’s mission and values, and think about how your skills as a Contact Centre Systems and Data Analyst can contribute to their goal of empowering people with health insights. This will help you stand out in interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Ask them about their experiences at Bluecrest and share your enthusiasm for the role. Personal connections can make a big difference!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you would handle real-time management scenarios or improve customer experience using data analytics. Practising your responses will boost your confidence when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Bluecrest team!
We think you need these skills to ace Contact Centre Systems and Data Analyst in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Contact Centre Systems and Data Analyst role. Highlight your relevant experience with CCaaS platforms and analytics, showing us how you can contribute to our mission at Bluecrest.
Show Off Your Skills: Don’t hold back on showcasing your analytical and problem-solving skills! Use specific examples from your past roles to demonstrate how you've tackled challenges in a multi-channel environment. We love seeing real-life applications of your expertise!
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured content that makes it easy for us to see your qualifications and fit for the role. Avoid jargon unless it’s relevant to the position!
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 us you’re keen on joining the Bluecrest team!
How to prepare for a job interview at Bluecrest Wellness
✨Know Your CCaaS Inside Out
Before the interview, make sure you understand the ins and outs of CCaaS platforms, especially NICE CXone. Familiarise yourself with its features, functionalities, and how it integrates with customer experience technologies. This will show your potential employer that you're not just a candidate, but someone who can hit the ground running.
✨Showcase Your Analytical Skills
Prepare to discuss specific examples where you've used data analysis to improve performance in a contact centre environment. Be ready to explain how you identified trends or issues using interaction analytics and what actions you took as a result. This will demonstrate your problem-solving abilities and your understanding of key metrics.
✨Communicate Clearly and Confidently
Since this role involves liaising with various teams, practice articulating your thoughts clearly. Use examples from your past experiences to illustrate your points. Good communication is key, so ensure you can convey technical information in an understandable way to non-technical stakeholders.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your real-time management skills. Think about how you would handle specific situations, like a sudden spike in call volume or a system outage. Prepare structured responses that highlight your ability to stay calm under pressure and make quick, effective decisions.
