At a Glance
- Tasks: Analyse real-time data to enhance customer service and streamline operations.
- Company: Dynamic organisation focused on customer experience and operational transformation.
- Benefits: Competitive pay, career growth, and a collaborative work environment.
- Other info: Work closely with senior leaders and drive meaningful change.
- Why this job: Be a key player in transforming customer service with impactful data insights.
- Qualifications: Experience in contact centres and strong analytical skills required.
The predicted salary is between 35000 - 45000 £ per year.
Real Time/Data Analyst - Contact Centre - Outside IR35 Contract - Leicester (2 days a week)
We are excited to partner with a dynamic, customer-focused organization undergoing a major operational transformation and CRM stabilization project.
To support this growth, they are seeking an experienced Real-Time & Data Analyst Lead to sit at the heart of their Customer Service Centre.
The Role
In this pivotal role, you will bridge the gap between raw contact centre metrics, strategic forecasting, and customer experience. You won't just track performance—you'll dive deep into real-time traffic, historical case management (email and calls), and customer demand patterns to drive operational decision-making and eliminate customer friction.
Working closely with senior leadership—including the CX Manager, Head of Customer Service, and Technology teams—you will turn complex operational data into actionable narratives that influence resource planning and process improvements.
Key Responsibilities
- Real-Time & Historical Traffic Analysis: Monitor live performance, analyze call/email traffic patterns, and build accurate short- and long-term forecasts for customer contact volumes.
- Customer Journey Insights: Review case management data to identify root causes for customer contact, emerging behaviors, pain points, and escalation drivers.
- Process & Continuous Improvement: Map current ("as-is") and future ("to-be") processes to challenge existing workflows, streamline customer journeys, and boost operational efficiency.
- CRM & Systems Optimization: Translate operational needs into functional CRM improvements reviewing queues, routing rules, dashboards, and workflows alongside technology partners.
- Stakeholder Management: Deliver clear, data-led presentations and recommendations to senior stakeholders, turning complex analysis into practical operational solutions.
What You'll Need To Succeed
- Contact Centre Expertise: Strong background as a Real-Time Analyst, Customer Operations Analyst, WFM Analyst, or Business Analyst within a high-volume contact/call centre setting.
- Case & Email Management: Proven experience analyzing email case management systems and high-volume multi-channel traffic.
- Forecasting & Demand Planning: Demonstrated skill in forecasting customer demand and supporting resource planning.
- CRM & Technical Aptitude: Hands-on experience working with CRMs (workflows, routing, queues, dashboards) and advanced data manipulation/dashboard creation skills.
- Data Storytelling: Exceptional ability to translate raw operational data into compelling customer journey narratives and process improvement plans.
What's in it for You?
- The chance to play a key lead role in a high-visibility operational transformation.
- A collaborative environment working directly alongside senior CX and operational leaders.
- Excellent career progression and competitive compensation package.
Real Time/Data Analyst - Contact Centre - Outside IR35 in Leicester employer: TalentHawk
TalentHawk is an excellent employer for aspiring Junior Data Software Engineers, offering a dynamic work environment in London that fosters collaboration and innovation. With a competitive salary, bonus structure, and comprehensive benefits package, employees are encouraged to grow their skills in cloud-based data systems while enjoying the flexibility of a hybrid work model. The company prioritises employee development, making it a rewarding place for those looking to advance their careers in technology.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time/Data Analyst - Contact Centre - Outside IR35 in Leicester
✨Get Involved in Data Science Meetups
Tap into local data science meetups or workshops to connect with fellow enthusiasts and professionals. These events are goldmines for networking, and sometimes even lead directly to job openings at companies like TalentHawk!
✨Show Off Your Projects
Start building a public portfolio showcasing your data science projects on platforms like GitHub or personal websites. Highlight unique analyses or models you've developed. This not only demonstrates your skills but also gets your name out there for roles like Real Time/Data Analyst - Contact Centre - Outside IR35 at TalentHawk.
✨Leverage Professional Networks
Join professional bodies related to data science, like the Data Science Society or similar organisations. Getting involved can lead to mentorship opportunities and insider knowledge about full-time positions at companies like TalentHawk.
✨Apply Directly through Our Website
When you find a suitable opening like Real Time/Data Analyst - Contact Centre - Outside IR35 at TalentHawk, make sure to apply directly through our website. It gives you an edge and shows you're keen to join our team. Plus, who doesn’t love a direct application? It’s easier than navigating through job boards!
We think you need these skills to ace Real Time/Data Analyst - Contact Centre - Outside IR35 in Leicester
Some tips for your application 🫡
Show Off Your Projects:In the world of data science, your projects can speak volumes about your skills. Make sure to showcase a few key projects in your CV or portfolio, especially those that highlight your ability to work with data sets, build models, or use relevant tools like Python, R, or SQL. Don’t forget to include links to any GitHub repositories if applicable!
Quantify Your Achievements:Employers love numbers! When drafting your CV, highlight your achievements with quantifiable results. For instance, mention how your data analysis led to a certain percentage increase in efficiency or revenue at a previous job or project. These details can really make your application pop!
Craft a Tailored Cover Letter:For a full-time role at TalentHawk, your cover letter should reflect your passion for data science and your excitement about the specific projects or values of the company. Dive into why you’re a good fit, how your skills align with their needs, and any unique perspectives you can bring to the team.
Stand Out with Relevant Courses and Certifications:Although experience talks, relevant courses or certifications can be your ticket to impressing hiring managers at TalentHawk. Mention any standout courses you've completed that equipped you with essential skills, such as machine learning certifications or data visualisation courses. This shows your commitment to continuously developing your skills in the field!
How to prepare for a job interview at TalentHawk
✨Brush Up on Your Statistics
For a data science role, we need to seriously sharpen our statistics skills. Get ready to tackle technical questions on probability distributions, hypothesis testing, and regression analysis. These are often the bread and butter of data science interviews, so don't just skim over them!
✨Showcase Your Projects
Prepare a killer portfolio showcasing your data science projects. We should include details about the datasets used, the tools and techniques applied, and the impact of your findings. If we can walk them through a particularly challenging project or a cool visualisation that had real-world implications, it’ll really make us stand out!
✨Get Comfortable with Python and R
Most data science positions require us to be proficient in programming languages like Python and R. We should practice common libraries like pandas, NumPy, and scikit-learn, and be ready for live coding exercises or algorithm questions. Showing off our coding chops can really impress the interviewers at TalentHawk!
✨Prepare for Case Studies
Expect to encounter real-world case studies during the interview. We might be asked how we’d approach a data problem or analyse a dataset to extract insights. It's essential to think out loud and demonstrate our problem-solving process so that the interviewer can see our logical thinking in action.
