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- Tasks: Monitor service performance and manage resources in a fast-paced environment.
- Company: Join Envisage, a dynamic team focused on customer relationships.
- Benefits: Hybrid work model, competitive pay, and opportunities for professional growth.
- Why this job: Make a real impact by optimising customer experience and supporting system modernisation.
- Qualifications: Experience in a contact centre and strong Excel skills are essential.
- Other info: Collaborative culture with potential for contract extension.
The predicted salary is between 36000 - 60000 £ per year.
Job Description: Workflow & Real-Time Analyst
Location: Coventry (Hybrid – minimum 2-3 days per week on-site)
Department: Customer Relationship Centre (CRC)
Reports to: Workflow & Real-Time Manager
Employment Type: Contract (12 Months, with potential for extension)
Role Overview:
Envisage is seeking a passionate and self-motivated Workflow & Real-Time Analyst to join our dynamic Customer Relationship Centre team. This role is integral to our daily operations, requiring a dedicated individual who thrives in a fast-paced environment.
You will be responsible for the real-time monitoring of service performance, managing resources, and producing insightful reports to drive operational decisions. Your work will be crucial in ensuring optimal service levels, efficient staffing, and an exceptional customer experience. Exceptional people skills are paramount, as you will coach and guide team members daily to enable the centre to deliver the best possible service.
A key part of this role involves supporting the modernisation of our workflow management system, transitioning from legacy platforms to a more advanced workforce management ecosystem. Experience with the Calabrio WFM platform is highly desirable for this initiative.
Key Responsibilities:
- Real-Time Monitoring: Oversee live call lines and digital chat activity to ensure efficient handling and maintain service level agreements (SLAs) throughout the day.
- Resource Management: Make real-time adjustments to staffing allocations and agent statuses to maintain optimal service levels and operational flow.
- Inbox Oversight: Monitor and respond to the real-time operations inbox, ensuring timely action and effective communication.
- Schedule Management: Create, maintain, and distribute accurate weekly staff schedules to ensure adequate coverage across all customer contact channels.
- Reporting & Analysis: Produce and analyse daily contact volume reports, performance trends, and key metrics to support data-driven decision-making for operational management.
- Trend Identification: Utilise data to identify patterns in customer contact, agent performance, and resource needs. Recommend adjustments to improve efficiency and enhance the customer experience.
- Collaboration: Work closely with Team Leaders and Operational Managers to align real-time resource planning with overarching business needs and strategic goals.
- System Modernisation: Provide support and insight for the transition to and adoption of new workforce management tools and processes.
Essential Skills & Qualifications:
- Proven experience in a real-time analyst, workflow analyst, or similar role within a contact centre environment.
- Strong proficiency in Microsoft Excel, including advanced formulas (e.g., VLOOKUP, SUMIFS), pivot tables, and data visualisation to automate tasks and build reports.
- Demonstrable experience with Workforce Management (WFM) platforms. Calabrio experience is highly desirable.
- Excellent communication and interpersonal skills, with the ability to coach, guide, and influence team members and stakeholders.
- A data-driven mindset, comfortable working with numbers to analyse trends, draw insights, and support decisions.
- Ability to multi-task effectively and manage priorities in a high-pressure, dynamic environment without compromising on quality.
- A reliable, committed, and trustworthy team player who takes ownership of their responsibilities.
Workforce Analyst employer: Envisage Recruitment Limited
Contact Detail:
Envisage Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Analyst
✨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 practising common questions and scenarios related to real-time analysis and resource management. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills! Bring examples of your previous work, especially if you've used tools like Calabrio WFM. This will help you stand out and demonstrate your hands-on experience during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Workforce Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Workforce Analyst role. Highlight your experience with real-time monitoring and any WFM platforms, especially Calabrio, to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about this role. Share specific examples of how you've used data to drive decisions or improved service levels in previous positions.
Show Off Your People Skills: Since this role involves coaching and guiding team members, don’t forget to mention your interpersonal skills. Give us examples of how you've successfully collaborated with others in a fast-paced environment.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at Envisage Recruitment Limited
✨Know Your Numbers
As a Workforce Analyst, you'll be working with data daily. Brush up on your Excel skills, especially advanced formulas and pivot tables. Be ready to discuss how you've used data to drive decisions in past roles.
✨Showcase Your Communication Skills
This role requires excellent people skills. Prepare examples of how you've coached or guided team members in the past. Think about times when your communication made a difference in achieving service level agreements.
✨Understand Real-Time Monitoring
Familiarise yourself with real-time monitoring concepts and tools, especially if you have experience with Calabrio WFM. Be prepared to discuss how you would handle live call lines and digital chat activity to maintain service levels.
✨Demonstrate Your Problem-Solving Ability
In a fast-paced environment, being able to think on your feet is crucial. Prepare to share specific examples of how you've identified trends or patterns in data and made recommendations that improved efficiency or customer experience.