Real-Time & Workflow Analyst — Calabrio/WFM (12m Contract)

Caresoft Global Limited; Coventry; On-site; GBP 80,000 - GBP 100,000; Full time

Job summary

A recruitment consultancy specializing in specialist markets is seeking a Workflow & Real-Time Analyst to join their Customer Relationship Centre Team in Coventry. The successful candidate will monitor live service performance, manage resources in real-time, and produce insightful reports to enhance customer experience. Experience with Calabrio or similar Workforce Management platforms is highly desirable. This is a contract role inside IR35, offering £21.88ph via an Umbrella Company or £16.42ph PAYE.

Qualifications

• Experience in managing live service performance and resources.
• Strong people skills for coaching and guiding team members.
• Ability to work in a fast-paced, dynamic environment.

Responsibilities

• Monitor call lines and online chat activity in real time.
• Adjust staffing and agent codes to maintain service levels.
• Manage schedules to ensure adequate coverage across all channels.
• Produce reports and analyze performance trends for decision-making.
• Collaborate with Team Leaders and Operational Managers.

Skills

Hardworking & Committed

Multi-Tasker

Approachable & Supportive

Trustworthy

Strong Communication Skills

Data-Driven

Excel Proficiency

Experience with Calabrio or similar WFM platforms

Job description

A recruitment consultancy specializing in specialist markets is seeking a Workflow & Real-Time Analyst to join their Customer Relationship Centre Team in Coventry. The successful candidate will monitor live service performance, manage resources in real-time, and produce insightful reports to enhance customer experience. Experience with Calabrio or similar Workforce Management platforms is highly desirable. This is a contract role inside IR35, offering £21.88ph via an Umbrella Company or £16.42ph PAYE.