Workflow & Real-Time Analyst

Are you a Workflow & Real-Time Analyst, seeking a new challenge? Do you have passion for future vehicle development?

If so, Expleo have an opportunity for you! Our client, a prestigious Automotive Manufacturer, is currently recruiting for a Workflow & Real-Time Analyst to join their Customer Relationship Centre team, supporting Supply Chain & Production Planning. As a Workflow & Real-Time Analyst you will monitor live service performance, manage resources in real time, and produce insightful reports to support operational decisions, to ensure optimal service levels, efficient staffing, and a smooth customer experience.

A key part of your role will involve supporting the modernisation of the workflow management system, transitioning from legacy platforms to a more advanced workforce management ecosystem. Based in Warwickshire, you will be supporting, a dedicated and enthusiastic team, on a contract basis.

Responsibilities of the Workflow & Real-Time Analyst will include:

• Oversee call lines and online chat activity to ensure efficient handling throughout the day

• Adjust staffing and agent codes in real time to maintain service levels and operational flow

• Monitor and respond to the real-time inbox, ensuring timely action and communication

• Create and maintain weekly schedules to ensure adequate coverage across all channels

• Produce contact volume reports and analyse performance trends to support decision-making

• Use data to identify patterns and recommend adjustments to improve efficiency and customer experience

• Work closely with team leaders and operational managers to align resource planning with business needs

• Maintain confidentiality and demonstrate integrity in all tasks

Qualifications and skills required for the Workflow & Real-Time Analyst position:

• You will thrive in a fast-paced, dynamic environment

• Competent in taking ownership of own responsibilities

• Ability to manage multiple priorities without compromising quality

• Strong team player with excellent communication skills

• Comfortable working with data to draw insights and support operational decisions

• Skilled in using Excel to automate tasks, analyse data, and build reports

• Experience with Calabrio platform is highly desirable

** PLEASE NOTE ** To meet with current legislation, right to work checks will be carried out to ensure candidates can work in the UK. Regretfully, we are unable to support applications that require sponsorship.

If you are interested in applying for the role of Workflow & Real-Time Analyst or require further information, please contact:

Jacquie Linton

02034797125

jacquie.linton@expleogroup.com