Are you a Workflow & Real-Time Analyst, seeking a new challenge? Do you have passion for future vehicle development?
If so, Expleo have an opportunity for you! Our client, a prestigious Automotive Manufacturer, is currently recruiting for a Workflow & Real-Time Analyst to join their Customer Relationship Centre team, supporting Supply Chain & Production Planning. As a Workflow & Real-Time Analyst you will monitor live service performance, manage resources in real time, and produce insightful reports to support operational decisions, to ensure optimal service levels, efficient staffing, and a smooth customer experience.
A key part of your role will involve supporting the modernisation of the workflow management system, transitioning from legacy platforms to a more advanced workforce management ecosystem. Based in Warwickshire, you will be supporting, a dedicated and enthusiastic team, on a contract basis.
Responsibilities of the Workflow & Real-Time Analyst will include:
Oversee call lines and online chat activity to ensure efficient handling throughout the day
Adjust staffing and agent codes in real time to maintain service levels and operational flow
Monitor and respond to the real-time inbox, ensuring timely action and communication
Create and maintain weekly schedules to ensure adequate coverage across all channels
Produce contact volume reports and analyse performance trends to support decision-making
Use data to identify patterns and recommend adjustments to improve efficiency and customer experience
Work closely with team leaders and operational managers to align resource planning with business needs
Maintain confidentiality and demonstrate integrity in all tasks
Qualifications and skills required for the Workflow & Real-Time Analyst position:
You will thrive in a fast-paced, dynamic environment
Competent in taking ownership of own responsibilities
Ability to manage multiple priorities without compromising quality
Strong team player with excellent communication skills
Comfortable working with data to draw insights and support operational decisions
Skilled in using Excel to automate tasks, analyse data, and build reports
Experience with Calabrio platform is highly desirable
** PLEASE NOTE ** To meet with current legislation, right to work checks will be carried out to ensure candidates can work in the UK. Regretfully, we are unable to support applications that require sponsorship.
TPBN1_UKTJ