Contract: Full-Time, Permanent
Location: Nottingham (Support Office)
Recruitment Partner: Daniel White, Daniel.White1@boots.com
Are you ready to make a difference? Join us at Boots as a CX Performance Analyst in our Central Operations team based in Nottingham, Beeston. Here at Boots, we work every day to build a brilliant environment for our people, empowering them to make a positive impact on our customers and colleagues.
As a CX Operations Performance Analyst at Boots, you’ll support real‑time performance across our Customer Support Centre, helping to meet our KPIs, productivity, and customer experience throughout the day.
This is a fast‑paced operational role within our Contact Centre, reporting to the CX Operations Performance Manager and working closely with operational leaders and teams across the business.
What you’ll be doing
* Deliver day‑to‑day real‑time performance management, monitoring live volumes, queues, service levels, and productivity across all channels
* Take intraday action in line with agreed plans to respond to changes in demand, absence, and workload
* Ensure resources are deployed effectively to maintain service and productivity
* Provide clear, timely updates to Team Leaders and Operations Managers throughout the day
* Act as a key point of contact for real‑time operational queries during your shift
* Capture intraday issues, patterns, and exceptions
* Feed insight into the Performance Manager to support future planning and performance improvements
What you’ll need to have (our must‑haves)
* Experience working in a contact centre or live operational environment
* Strong attention to detail and confidence working with numbers and data
* Ability to interpret live information and follow agreed plans accurately
* Clear and confident communication skills
* Ability to remain calm, focused, and organised in fast‑paced situations
* Strong time‑management and prioritisation skills
* A proactive, reliable, and team‑focused approach
* Flexibility to support operational delivery, including working 1 weekend in 5 as part of a rota
It would be great if you also have
* Exposure to real‑time performance, workforce, or scheduling activities
* Experience supporting intraday service delivery or operational coordination
* Familiarity with service level or productivity measures
* An interest in developing a career in performance or workforce operations
* Experience working across multiple channels in a customer service environment
Where your brilliance can take you
At Boots, we believe in your potential. You’ll have opportunities for career development and progression, with the support of a team that champions your growth.
Rewards designed for you
* Boots Retirement Savings Plan (up to 12% company contribution)
* Generous employee discounts for you and a family member
* Enhanced maternity/paternity/adoption leave pay
* Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
* Flexible benefits scheme including options for additional holiday, discounted gym membership, life assurance, and much more.
There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.
A bit about us
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case‑by‑case basis.
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