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- Tasks: Monitor live service performance and manage resources for optimal efficiency.
- Company: Dynamic company focused on modernising customer service operations.
- Benefits: Competitive pay, hybrid working options, and opportunities for growth.
- Why this job: Make a real impact on customer experiences and workflow management.
- Qualifications: Strong work ethic, multitasking skills, and proficiency in data analysis.
- Other info: Join a team that values innovation and excellence in customer service.
The predicted salary is between 22 - 22 £ per hour.
Are you ready to take your career to the next level in a fast-paced and dynamic environment? This role offers an incredible opportunity to thrive in a position where your skills and dedication will make a tangible impact. With the chance to play a pivotal role in modernising workflow management systems and contributing to exceptional customer experiences, this is a role that promises both challenge and reward. If you're passionate about resource planning, real-time operations, and data-driven decision-making, this company is the perfect place for you to excel.
What You Will Do:
- Monitor live service performance, overseeing call lines and online chat activity to ensure efficiency throughout the day.
- Manage resources in real time, adjusting staffing and agent codes to maintain optimal service levels.
- Oversee the real-time inbox, ensuring prompt responses and timely communication.
- Create and maintain weekly schedules to ensure adequate coverage across all customer interaction channels.
- Produce insightful contact volume reports and analyse performance trends to support operational decisions.
- Use data to identify patterns and recommend adjustments to improve efficiency and enhance the customer experience.
What You Will Bring:
- A strong work ethic, reliability, and commitment to excellence.
- Exceptional multitasking abilities, with the capacity to manage multiple priorities seamlessly.
- Excellent communication skills, both written and verbal, to build positive relationships and convey information effectively.
- Data-Driven: Comfortable working with data to draw insights and support operational decisions.
- Proficiency in Excel, including advanced formulas and functions, to automate tasks and analyse data.
- Experience with Calabrio or similar workforce management platforms is highly desirable.
This role is integral to achieving the company’s mission of delivering outstanding customer service and operational efficiency. By modernising the workflow management system and transitioning to advanced platforms, you will directly contribute to the company’s vision of innovation and excellence in customer relationship management. Your ability to coach, guide, and collaborate with team members will be pivotal in driving success and ensuring the company remains at the forefront of its industry.
Location: This exciting opportunity is based in Whitley, with hybrid working opportunities after an initial training period. Interested? Don’t miss your chance to be part of a role that offers growth, impact, and the chance to shape the future of customer service operations. Apply now to become a Workflow & Real-Time Analyst and make your mark today!
Workflow & Real-Time Analyst in Coventry employer: Jonathan Lee Recruitment
Contact Detail:
Jonathan Lee Recruitment 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 workflow management and real-time operations. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your data skills! Be ready to discuss how you've used data to drive decisions in past roles. Bring examples of reports or analyses you've done that improved efficiency or customer experience.
✨Tip Number 4
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 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 resource planning, real-time operations, and any data-driven decision-making you've done. We want to see how your skills align with what we're looking for!
Showcase Your Skills: Don’t forget to showcase your exceptional multitasking abilities and communication skills. Use specific examples from your past experiences to demonstrate how you’ve managed multiple priorities and built positive relationships. This will help us see your potential!
Be Data-Driven: Since this role involves a lot of data analysis, make sure to mention your proficiency in Excel and any experience with workforce management platforms like Calabrio. We love seeing candidates who are comfortable working with data and can draw insights from it!
Apply Through Our Website: Finally, don’t forget to apply through our website! It’s the best way for us to receive your application and ensure it gets into the right hands. We’re excited to see what you bring to the table!
How to prepare for a job interview at Jonathan Lee Recruitment
✨Know Your Data
Since this role is all about data-driven decision-making, make sure you brush up on your data analysis skills. Be prepared to discuss how you've used data in past roles to improve efficiency or customer experience. Bring examples of reports you've created or insights you've drawn from data.
✨Master the Tools
Familiarise yourself with Excel and any workforce management platforms like Calabrio. If you have experience with advanced formulas or automating tasks, be ready to share specific instances where these skills made a difference in your previous roles.
✨Showcase Your Multitasking Skills
This position requires exceptional multitasking abilities. Think of examples from your past work where you successfully managed multiple priorities at once. Be ready to explain how you stay organised and ensure nothing slips through the cracks.
✨Communicate Effectively
Excellent communication is key in this role. Prepare to demonstrate your verbal and written communication skills during the interview. You might even want to practice explaining complex data insights in simple terms, as this will show your ability to build positive relationships and convey information effectively.
