Workflow & Real-Time Analyst in Coventry

Our OEM client based in Whitley, Coventry is searching for a Workflow & Real‐Time Analyst to join their Customer Relationship Centre team. This Inside IR35 contract role will run until 1 September 2026, with umbrella pay rate of £21.71 per hour.

The successful candidate will monitor live service performance, manage resources in real time and produce insightful reports to support operational decisions. You will coach and guide team members daily and help modernise the CRC\’s workflow management system, transitioning to an advanced workforce management ecosystem.

Key Responsibilities

Real‐time monitoring of call lines and online chat activity to ensure efficient handling throughout the day.

Resource management: adjusting staffing and agent codes in real time to maintain service levels and operational flow.

Inbox oversight: monitoring and responding to the real‐time inbox, ensuring timely action and communication.

Schedule management: creating and maintaining weekly schedules to ensure adequate coverage across all channels.

Reporting & analysis: producing contact volume reports and analysing performance trends to support decision‐making.

Trend identification: using data to identify patterns and recommend adjustments to improve efficiency and customer experience.

Collaboration: working 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, analyze data and build reports.

Experience with Calabrio or similar WFM platforms is highly desirable.

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