Workflow & Real-Time Analyst Reference: (phone number removed) Umbrella Rate: £22.13/hr (Inside IR35) Are you ready to take your career to the next level in a fast-paced and dynamic environment? This Workflow & Real-Time Analyst role offers an incredible opportunity to thrive in a position where your skills and dedication will make a tangible impact. With the chance to play a pivotal role in modernising workflow management systems and contributing to exceptional customer experiences, this is a role that promises both challenge and reward. If you're passionate about resource planning, real-time operations, and data-driven decision-making, this company is the perfect place for you to excel. What You Will Do: • Monitor live service performance, overseeing call lines and online chat activity to ensure efficiency throughout the day. • Manage resources in real time, adjusting staffing and agent codes to maintain optimal service levels. • Oversee the real-time inbox, ensuring prompt responses and timely communication. • Create and maintain weekly schedules to ensure adequate coverage across all customer interaction channels. • Produce insightful contact volume reports and analyse performance trends to support operational decisions. • Use data to identify patterns and recommend adjustments to improve efficiency and enhance the customer experience. What You Will Bring: • A strong w...