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- Tasks: Monitor live service performance and manage resources in real time for optimal customer experience.
- Company: Join a leading OEM client in Whitley, Coventry with a dynamic team culture.
- Benefits: Competitive pay rate of £21.71 per hour and contract until September 2026.
- Why this job: Make a real impact by improving service levels and enhancing customer satisfaction.
- Qualifications: Strong communication skills, data-driven mindset, and Excel proficiency required.
- Other info: Opportunity to support the modernisation of the Workflow Management System.
The predicted salary is between 17 - 26 £ per hour.
Our OEM Client based in Whitley, Coventry, is searching for a Workflow & Real-Time Analyst to join their team, Inside IR35. This is a contract position until 1st September 2026. Umbrella Pay Rate: £21.71 per hour.
We are looking for a passionate, self-motivated Workflow & Real-Time Analyst to join our Customer Relationship Centre Team. This role is integral to our daily operations and requires a dedicated individual who thrives in a fast-paced, dynamic environment.
You will be responsible for monitoring live service performance, managing resources in real time and producing insightful reports to support operational decisions. Your work will help ensure optimal service levels, efficient staffing, and a smooth customer experience. Your people skills need to be paramount to coach and guide team members daily to enable the centre to deliver the best service possible.
A key part of your role will involve supporting the modernisation of the CRC's Workflow Management System, transitioning from legacy platforms to a more advanced Workforce Management Ecosystem. With the planned introduction of Calabrio, experience with this system is highly desirable.
Key Responsibilities:- Real-Time Monitoring: Oversee call lines and online chat activity to ensure efficient handling throughout the day.
- Resource Management: Adjust staffing and agent codes in real time to maintain service levels and operational flow.
- Inbox Oversight: Monitor and respond to the real-time inbox, ensuring timely action and communication.
- Schedule Management: Create and maintain weekly schedules to ensure adequate coverage across all channels.
- Reporting & Analysis: Produce contact volume reports and analyse performance trends to support decision-making.
- Trend Identification: Use data to identify patterns and recommend adjustments to improve efficiency and customer experience.
- Collaboration: Work closely with Team Leaders and Operational Managers to align resource planning with business needs.
- Hardworking & Committed: A reliable team player who takes ownership of their responsibilities.
- Multi-Tasker: Able to manage multiple priorities without compromising quality.
- Approachable & Supportive: Builds positive relationships and communicates effectively with colleagues.
- Trustworthy: Maintains confidentiality and demonstrates integrity in all tasks.
- Strong Communication Skills: Clear, concise, and confident in both written and verbal communication.
- Data-Driven: Comfortable working with data to draw insights and support operational decisions.
- Excel Proficiency: Skilled in using Excel formulas and functions to automate tasks, analyse data, and build reports.
- Experience with Calabrio or similar WFM platforms is highly desirable.
Workflow & Real-Time Analyst in Coventry employer: Futura Design Limited
Contact Detail:
Futura Design Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workflow & Real-Time Analyst in Coventry
✨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 workflow management. We recommend role-playing with a friend to boost your confidence and get comfortable with your responses.
✨Tip Number 3
Showcase your skills! Bring examples of your past work, especially if you've used tools like Calabrio or Excel. Demonstrating your data-driven approach will set you apart from other candidates.
✨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 passionate candidates who are eager to join our team!
We think you need these skills to ace Workflow & Real-Time Analyst in Coventry
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Workflow & Real-Time Analyst role. Highlight your experience with real-time monitoring, resource management, and any relevant tools like Calabrio. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your people skills and ability to thrive in a fast-paced environment – we love that!
Show Off Your Data Skills: Since this role is data-driven, make sure to showcase your Excel proficiency and any experience you have with reporting and analysis. We’re keen to see how you can use data to improve efficiency and customer experience.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you into our system quickly. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Futura Design Limited
✨Know Your Tools
Familiarise yourself with Calabrio and any other workflow management systems mentioned in the job description. Be ready to discuss your experience with these tools and how you've used them to improve efficiency in previous roles.
✨Showcase Your Data Skills
Prepare examples of how you've used data to drive decisions in past positions. Think about specific reports you've created or trends you've identified that led to operational improvements. This will demonstrate your data-driven mindset.
✨Emphasise Team Collaboration
Since this role involves working closely with team leaders and managers, be prepared to share examples of how you've successfully collaborated with others in a fast-paced environment. Highlight your communication skills and ability to build positive relationships.
✨Practice Real-Time Scenarios
Consider potential real-time scenarios you might face in this role, such as managing unexpected call volumes or adjusting schedules on the fly. Practising how you'd handle these situations can help you feel more confident during the interview.
