Job Description: Workflow & Real-Time Analyst
Location:
Coventry (Hybrid - minimum 2-3 days per week on-site)
Department:
Customer Relationship Centre (CRC)
Reports to:
Workflow & Real-Time Manager
Employment Type:
Contract (12 Months, with potential for extension)
Role Overview:
Envisage is seeking a passionate and self-motivated Workflow & Real-Time Analyst to join our dynamic Customer Relationship Centre team. This role is integral to our daily operations, requiring a dedicated individual who thrives in a fast-paced environment.
You will be responsible for the real-time monitoring of service performance, managing resources, and producing insightful reports to drive operational decisions. Your work will be crucial in ensuring optimal service levels, efficient staffing, and an exceptional customer experience. Exceptional people skills are paramount, as you will coach and guide team members daily to enable the centre to deliver the best possible service.
A key part of this role involves supporting the modernisation of our workflow management system, transitioning from legacy platforms to a more advanced workforce management ecosystem. Experience with the Calabrio WFM platform is highly desirable for this initiative.
Key Responsibilities:
* Real-Time Monitoring:
Oversee live call lines and digital chat activity to ensure efficient handling and maintain service level agreements (SLAs) throughout the day.
* Resource Management:
Make real-time adjustments to staffing allocations and agent statuses to maintain optimal service levels and operational flow.
* Inbox Oversight:
Monitor and respond to the real-time operations inbox, ensuring timely action and effective communication.
* Schedule Management:
Create, maintain, and distribute accurate weekly staff schedules to ensure adequate coverage across all customer contact channels.
* Reporting & Analysis:
Produce and analyse daily contact volume reports, performance trends, and key metrics to support data-driven decision-making for operational management.
* Trend Identification:
Utilise data to identify patterns in customer contact, agent performance, and resource needs. Recommend adjustments to improve efficiency and enhance the customer experience.
* Collaboration:
Work closely with Team Leaders and Operational Managers to align real-time resource planning with overarching business needs and strategic goals.
* System Modernisation:
Provide support and insight for the transition to and adoption of new workforce management tools and processes.
Essential Skills & Qualifications:
* Proven experience in a real-time analyst, workflow analyst, or similar role within a contact centre environment.
* Strong proficiency in
Microsoft Excel
, including advanced formulas (e.g., VLOOKUP, SUMIFS), pivot tables, and data visualisation to automate tasks and build reports.
* Demonstrable experience with
Workforce Management (WFM)
platforms.
Calabrio
experience is highly desirable.
* Excellent communication and interpersonal skills, with the ability to coach, guide, and influence team members and stakeholders.
* A data-driven mindset, comfortable working with numbers to analyse trends, draw insights, and support decisions.
* Ability to multi-task effectively and manage priorities in a high-pressure, dynamic environment without compromising on quality.
* A reliable, committed, and trustworthy team player who takes ownership of their responsibilities.