Workflow & Real-Time Analyst – Customer Relationship Centre

​Role Overview:

• We are looking for a passionate, self-motivated Workflow & 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 to the centre to deliver the best service possible.

• A key part of your role will involve supporting the modernisation of the CRC’s 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 & 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 & 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, analyse data, and build reports.

• Experience with Calabrio or similar WFM platforms is highly desirable.