At a Glance
- Tasks: Monitor and analyse real-time performance to enhance customer experience and operational efficiency.
- Company: Join a dynamic team focused on delivering exceptional customer service.
- Benefits: Enjoy 23 days holiday, pension scheme, and ongoing learning opportunities.
- Other info: Be part of a culture that promotes continuous improvement and data-driven decision making.
- Why this job: Make a real impact by optimising customer interactions and driving performance improvements.
- Qualifications: Strong analytical skills and ability to engage with stakeholders at all levels.
The predicted salary is between 59576 - 65000 £ per year.
Description
The Real Time Analyst is responsible for monitoring, analysing, and managing real-time operational performance across Customer Experience to ensure service levels, case SLAs, productivity targets, and customer experience standards are consistently achieved.
The role acts as the operational control point for customer contact channels, proactively monitoring telephony performance, Salesforce case queues, workforce utilisation, and schedule adherence.
Through real-time analysis, insight, and stakeholder engagement, the Real Time Analyst identifies risks, opportunities, and emerging trends, ensuring resources are deployed effectively to protect customer outcomes and operational performance.
Working closely with operational leaders and key stakeholders, the role supports service delivery, workforce optimisation, continuous improvement, and data-driven decision making across the Customer Experience function.
The role combines strong analytical capability with active operational engagement, maintaining a visible presence within the operation to support decision making, communicate priorities, manage resource movements, and drive performance improvements in real time.
The Real Time Analyst will build strong relationships across Customer Experience and be confident engaging with colleagues and leaders at all levels.
Requirements
- Real-Time Performance Monitoring
- Monitor contact channels, Salesforce queues, and operational performance.
- Track KPIs including Service Level, AHT, SLA performance, occupancy, utilisation, and productivity.
- Identify risks, recommend actions, and escalate service impacts where required.
- Resource Planning & Management
- Manage intraday staffing and align resources to customer demand.
- Recommend resource allocation across channels and priorities.
- Coordinate coaching, training, meetings, and offline activities to minimise service impact.
- Workload & Queue Management
- Monitor Salesforce case queues, workload distribution, case ageing, and SLA performance.
- Identify bottlenecks, capacity risks, and workload pressures.
- Support prioritisation and recovery planning to maintain service levels.
- Workforce Performance
- Monitor schedule adherence, agent availability, productivity, and utilisation.
- Analyse adherence and Not Ready trends.
- Provide insight and recommendations to improve performance.
- Analysis & Reporting
- Analyse contact volumes, performance trends, and customer contact drivers.
- Produce operational reports, dashboards, and management information.
- Highlight risks, opportunities, and improvement actions.
- Incident & Service Management
- Support operational incidents, service disruptions, and recovery plans.
- Assess service impacts and recommend resource deployment strategies.
- Communicate risks and performance updates to stakeholders.
- Stakeholder Engagement
- Build strong relationships with operational leaders and key stakeholders.
- Support decision-making through data-led insights and recommendations.
- Act as a trusted partner in achieving service and business objectives.
- Continuous Improvement
- Identify opportunities to improve processes, reporting, and service delivery.
- Support change initiatives and operational best practices.
- Promote a culture of continuous improvement and data-driven decision making.
Benefits
- 23 Days Holiday + Bank Holidays
- Company Pension Scheme
- Company Sick pay (after qualifying period)
- Cycle to Work Scheme Available
- Employee Reward & Discount Platform
- 24/7 access to Employee Assistance Program through Health Assured
- Access to on-going learning and development via our online learning platforms
- Onsite parking available
- Life Assurance Scheme
Real Time Analyst in Wolverhampton employer: Culligan UK limited
Culligan UK Limited is an exceptional employer, offering a dynamic work environment in Wolverhampton where you can lead a dedicated team in delivering top-notch water solutions. With a strong emphasis on employee growth through ongoing learning opportunities, competitive benefits including holiday and pension, and a culture that values leadership and customer service excellence, Culligan provides a rewarding career path for those looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst in Wolverhampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Culligan UK limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Culligan UK limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Real Time Analyst in Wolverhampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Culligan UK limited:Your cover letter is your chance to shine! Tell us why you want to work at Culligan UK limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Culligan UK limited!
How to prepare for a job interview at Culligan UK limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
