Workflow & Real-Time Analyst – Customer Relationship Centre

Chartsign Limited; Coventry; On-site; GBP 30,000 - 45,000; Full time

Job summary

A dynamic analytics firm in Coventry is seeking a Workforce & Real-Time Analyst to support service performance and improve customer experience. The role involves real-time analysis, schedule management, and the generation of insightful reports. Successful candidates will possess strong Excel skills and experience with workforce management systems like Calabrio or Verint. Join a dedicated team that values innovative solutions and teamwork. This full-time position does not offer sponsorship for applicants.

Qualifications

• Proven experience in real-time monitoring and workforce management.
• Strong analytical skills using Excel for reporting and data analysis.
• Ability to work collaboratively with team leaders in a fast-paced environment.

Responsibilities

• Conduct real-time analysis and schedule management.
• Identify trends to enhance performance and staff efficiency.
• Produce insightful reports to inform decision-making.

Skills

Real-time monitoring

Resource management

Workforce management systems

Excel skills

Communication skills

Data-driven approach

Tools

Calabrio

Verint

NICE

Teleopti

Job description

Join a dedicated team in Coventry as a Workforce & Real-Time Analyst. This rewarding contract role is perfect for individuals experienced with real-time monitoring, resource management, and workforce management systems such as Calabrio, Verint, NICE, or Teleopti. Your expertise will support live service performance, optimise staffing levels, and produce insightful reports to enhance customer experience.

Based in Whitley, Coventry, your responsibilities will include real-time analysis, schedule management, and trend identification. You will work closely with team leaders to ensure efficient operations, using your strong Excel skills to automate reporting and analyse data. Experience with Calabrio or similar platforms is highly desirable.

This is a full-time role with office days on Tuesday and Wednesday. We are seeking a reliable, data-driven individual with excellent communication skills and a proactive attitude to help deliver outstanding customer service.

Become part of a modernising centre that values teamwork and innovation. We look forward to welcoming a motivated professional to the team.

Note:Due to the nature of this position, we are unable to accept applications requiring sponsorship.