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For Companies At a Glance
- Tasks: Monitor live service performance and manage resources in real-time for optimal customer experience.
- Company: Join a premium automotive brand with a dynamic and supportive culture.
- Benefits: Competitive pay, hybrid work model, and potential for contract renewal.
- Why this job: Make a real impact on customer service while developing your analytical and communication skills.
- Qualifications: Experience with data analysis, Excel, and WFM platforms like Calabrio is essential.
- Other info: Full-time role with office days on Tuesday and Wednesday, offering great career growth.
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.
This role is on a contract basis and is Inside IR35. Employment Type: Full-Time - Office days Tue/Wed.
Workforce Analyst in Coventry employer: Premea
Contact Detail:
Premea Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Analyst in Coventry
✨Tip Number 1
Network like a pro! Reach out to people in the automotive industry, especially those working in customer relationship centres. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions related to workforce analysis and real-time monitoring. We recommend role-playing with a friend or using online resources to boost your confidence and refine your answers.
✨Tip Number 3
Show off your data skills! Bring examples of how you've used data to improve efficiency in past roles. This will demonstrate your ability to analyse trends and make informed decisions, which is key for the Workforce Analyst position.
✨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 are proactive and engaged with our platform.
We think you need these skills to ace Workforce Analyst in Coventry
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!
Showcase Your Data Skills: Since this role is data-driven, don’t forget to showcase your Excel proficiency and any experience you have with Calabrio or similar platforms. We love seeing candidates who can use data to make informed decisions!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your previous experiences make you a great fit for our Customer Relationship Centre team. We appreciate a personal touch!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Let’s get started on this journey together!
How to prepare for a job interview at Premea
✨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 improved service levels.
✨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.
