Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Monitor live service performance and manage resources in real time for optimal customer experience.
- Company: Premium automotive brand with a dynamic Customer Relationship Centre.
- Benefits: Competitive pay of £21.88/hr, hybrid work, and potential for yearly renewal.
- Why this job: Join a fast-paced team and make a real impact on customer service efficiency.
- Qualifications: Experience with Calabrio or similar WFM platforms and strong Excel skills.
- Other info: Full-time role with office days on Tuesday and Wednesday.
The predicted salary is between 18 - 25 £ per hour.
Our premium brand Automotive client is currently recruiting for the following role: Workforce Analyst Customer Relationship Centre - £21.88/hr (Inside IR35) - Coventry & Hybrid - 9 months (potential for yearly renewal).
Role Overview
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.
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 required.
Additional Information
This role is on a contract basis and is Inside IR35. Employment Type: Full‑Time - Office days Tue/Wed.
Workforce Analyst employer: Premea Limited
Contact Detail:
Premea 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 current employees at the company or in similar roles on LinkedIn. A friendly chat can give us insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to real-time monitoring and resource management. We want to show off our skills and how we can help optimise service levels!
✨Tip Number 3
Showcase your data-driven mindset! Bring examples of how you've used data to improve efficiency in past roles. This will resonate well with the hiring team looking for a Workforce Analyst.
✨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 take that extra step!
We think you need these skills to ace Workforce Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Workforce Analyst role. Highlight your experience with real-time monitoring and resource management, as these are key aspects of the job. We want to see how your skills align with 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 great fit. Don’t forget to mention any experience with Calabrio or similar systems, as that’s a big plus for us.
Show Off Your Data Skills: Since this role involves a lot of data analysis, make sure to showcase your Excel proficiency and any relevant projects where you've used data to drive decisions. We love seeing how you can turn numbers into insights!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at Premea Limited
✨Know Your Numbers
As a Workforce Analyst, you'll be working with data daily. Brush up on your Excel skills and be ready to discuss how you've used data to drive decisions in the past. Prepare examples of reports you've created or trends you've identified that led to operational improvements.
✨Showcase Your People Skills
This role requires strong communication and coaching abilities. Think of specific instances where you've successfully guided team members or resolved conflicts. Be prepared to demonstrate how you build positive relationships and support your colleagues.
✨Familiarise Yourself with Calabrio
Since experience with Calabrio is highly desirable, make sure you understand its functionalities. If you have prior experience, be ready to share how you used it to enhance workflow management. If not, do some research to show your enthusiasm for learning new systems.
✨Prepare for Real-Time Scenarios
Expect questions about how you'd handle real-time monitoring and resource management. Think through potential scenarios you might face in the role and how you would respond. This will show your ability to think on your feet and maintain service levels under pressure.
