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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 Coventry, known for innovation and excellence in customer service.
- Benefits: Earn £21.71 per hour with potential for remote work and flexible hours.
- Why this job: Be part of a dynamic team, enhancing customer interactions and modernising workflow systems.
- Qualifications: Strong communication skills, Excel proficiency, and experience with WFM platforms like Calabrio preferred.
- Other info: Contract position until September 2026, perfect for students seeking valuable experience.
Our OEM Client based in Whitley, Coventry, is searching for 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 to 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. What We\’re Looking For: 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 employer: Futura Design
Contact Detail:
Futura Design Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workflow & Real-Time Analyst
✨Tip Number 1
Familiarise yourself with Calabrio and other Workforce Management platforms. Since experience with Calabrio is highly desirable for this role, consider taking online courses or tutorials to boost your knowledge and skills in using this system.
✨Tip Number 2
Brush up on your Excel skills, especially with formulas and functions. Being proficient in Excel is crucial for producing reports and analysing data, so practice creating automated tasks and building insightful reports that could impress during the interview.
✨Tip Number 3
Prepare to discuss your experience in real-time monitoring and resource management. Think of specific examples where you've successfully managed staffing levels or improved service efficiency, as these will demonstrate your capability to handle the responsibilities of the role.
✨Tip Number 4
Showcase your communication and coaching skills. Since the role involves guiding team members, be ready to share instances where you've effectively communicated with colleagues or supported them in achieving their goals, highlighting your approachable and supportive nature.
We think you need these skills to ace Workflow & Real-Time Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Workflow & Real-Time Analyst role. Emphasise your proficiency in Excel, data analysis, and any experience with Calabrio or similar platforms.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and your ability to thrive in a fast-paced environment. Mention specific examples of how you've successfully managed resources or improved service levels in previous positions.
Highlight Key Skills: In your application, clearly outline your strong communication skills, ability to multi-task, and experience in real-time monitoring and reporting. Use bullet points for clarity and impact.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Futura Design
✨Showcase Your Data Skills
Since the role requires a strong data-driven approach, be prepared to discuss your experience with data analysis. Bring examples of how you've used data to make decisions or improve processes in previous roles.
✨Demonstrate Real-Time Management Experience
Highlight any past experiences where you managed resources in real-time. Discuss specific situations where you had to adjust staffing or respond to unexpected changes, showcasing your ability to thrive in a fast-paced environment.
✨Familiarise Yourself with Calabrio
If you have experience with Calabrio or similar Workforce Management platforms, make sure to mention it. If not, do some research on its features and functionalities so you can speak knowledgeably about how it can benefit the team.
✨Emphasise Your Communication Skills
As the role involves coaching and guiding team members, it's crucial to demonstrate your strong communication skills. Prepare examples of how you've effectively communicated with colleagues and built positive relationships in the workplace.
