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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 options, 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 and strong Excel skills; familiarity with Calabrio is a plus.
- Other info: Exciting opportunity for growth in a fast-paced environment.
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: GBP 21.88/hr (Inside IR35): Coventry and Hybrid: 9 months (potential for yearly renewal).
Role Overview
We are looking for a passionate, self-motivated Workflow and 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 CRCs 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 and 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 and Committed: A reliable team player who takes ownership of their responsibilities.
- Multi-Tasker: Able to manage multiple priorities without compromising quality.
- Approachable and 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.
Additional Information
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 Birmingham employer: TipTopJob
Contact Detail:
TipTopJob Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Workforce Analyst in Birmingham
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to workforce analysis. Think about how you can demonstrate your data-driven mindset and communication skills through real-life examples.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Workforce Analyst in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Workforce Analyst role. Highlight your data-driven mindset and any experience with real-time monitoring or resource management to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to showcase your passion for the role and how your background aligns with our needs. Don’t forget to mention your people skills and ability to thrive in a fast-paced environment.
Show Off Your Excel Skills: Since Excel proficiency is key for this role, consider including specific examples of how you've used Excel to analyse data or automate tasks. We love seeing those skills in action!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at TipTopJob
✨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 real-time monitoring and resource management. Think through how you would handle various scenarios, such as sudden spikes in call volume or staffing shortages. Demonstrating your ability to think on your feet will impress the interviewers.
