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 demonstrates 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 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. If you are interested in applying for the role of Workflow & Real-Time Analyst or require further information, please contact: Jacquie Linton (phone number removed) (url removed)
Oct 03, 2025
Contractor
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 demonstrates 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 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. If you are interested in applying for the role of Workflow & Real-Time Analyst or require further information, please contact: Jacquie Linton (phone number removed) (url removed)
Our OEM Client based in Whitley, Coventry, is searching for Workflow & Real-Time Analyst to join their team, Inside IR35. This is a contract position until 1st September 2026. Umbrella Pay Rate: £21.71 per hour. 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.
Oct 03, 2025
Contractor
Our OEM Client based in Whitley, Coventry, is searching for Workflow & Real-Time Analyst to join their team, Inside IR35. This is a contract position until 1st September 2026. Umbrella Pay Rate: £21.71 per hour. 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.
We're looking for a Real Time & Scheduling Analyst to take the lead on forecasting, scheduling, and real-time performance across our contact centre. You'll support both front and back office teams, using your planning expertise to keep everything running smoothly and stakeholders informed. Our team operates Monday to Friday from 8am8 click apply for full job details
Oct 02, 2025
Full time
We're looking for a Real Time & Scheduling Analyst to take the lead on forecasting, scheduling, and real-time performance across our contact centre. You'll support both front and back office teams, using your planning expertise to keep everything running smoothly and stakeholders informed. Our team operates Monday to Friday from 8am8 click apply for full job details
We're looking for a Real Time & Scheduling Analyst to take the lead on forecasting, scheduling, and real-time performance across our contact centre. You'll support both front and back office teams, using your planning expertise to keep everything running smoothly and stakeholders informed. Our team operates Monday to Friday from 8am8 click apply for full job details
Oct 02, 2025
Full time
We're looking for a Real Time & Scheduling Analyst to take the lead on forecasting, scheduling, and real-time performance across our contact centre. You'll support both front and back office teams, using your planning expertise to keep everything running smoothly and stakeholders informed. Our team operates Monday to Friday from 8am8 click apply for full job details
Location: Belper, Derbyshire Job Type: Full-time, Permanent Salary: £30,000 per annum, plus annual bonus About the Role We are seeking a detail-oriented and proactive Real-Time Analyst to join our Workforce Management team in Belper. This role plays a vital part in supporting operational performance by managing real-time activity, aligning resource availability with workload demands, and ensuring consistent achievement of service level agreements (SLAs). You'll act as the central hub for live operational oversight-monitoring, analysing, and responding to real-time data to keep operations running smoothly and efficiently. Key Responsibilities Develop structured forecasts and real-time strategies aligned to KPIs, SLAs, and team capacity. Communicate clearly and promptly with Team Managers and agents to ensure understanding and execution of real-time actions. Collaborate with the Planning and WFM Lead to coordinate responses to live issues and performance fluctuations. Monitor agent adherence, call queues, and service levels using real-time software (e.g., Vonage, Monet). Enforce adherence to schedules, break patterns, and performance metrics to drive productivity. Produce and deliver regular performance reports to senior management, with actionable insights. Lead root cause analysis of SLA misses and drive continuous improvement initiatives. Make quick and informed staffing decisions based on intraday trends and demand forecasts. Take ownership of WFM KPIs including Service Levels, Occupancy, Utilisation, and AHT. What We're Looking For Essential: Proven experience in real-time management within a contact centre or customer service environment. Proficiency with real-time monitoring and WFM tools (e.g., Vonage, Monet). Strong analytical and problem-solving skills with the ability to make fast, data-driven decisions. Excellent communication skills, both written and verbal. GCSE grade C or equivalent in Maths and English. Strong IT skills and confidence working with data and dashboards. Desirable: Bachelor's degree in Business, Operations Management, or a related field. Relevant WFM or customer service certifications. Level 5 qualification in Customer Service. Experience leading process improvements or operational efficiency projects. Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
Oct 01, 2025
Full time
Location: Belper, Derbyshire Job Type: Full-time, Permanent Salary: £30,000 per annum, plus annual bonus About the Role We are seeking a detail-oriented and proactive Real-Time Analyst to join our Workforce Management team in Belper. This role plays a vital part in supporting operational performance by managing real-time activity, aligning resource availability with workload demands, and ensuring consistent achievement of service level agreements (SLAs). You'll act as the central hub for live operational oversight-monitoring, analysing, and responding to real-time data to keep operations running smoothly and efficiently. Key Responsibilities Develop structured forecasts and real-time strategies aligned to KPIs, SLAs, and team capacity. Communicate clearly and promptly with Team Managers and agents to ensure understanding and execution of real-time actions. Collaborate with the Planning and WFM Lead to coordinate responses to live issues and performance fluctuations. Monitor agent adherence, call queues, and service levels using real-time software (e.g., Vonage, Monet). Enforce adherence to schedules, break patterns, and performance metrics to drive productivity. Produce and deliver regular performance reports to senior management, with actionable insights. Lead root cause analysis of SLA misses and drive continuous improvement initiatives. Make quick and informed staffing decisions based on intraday trends and demand forecasts. Take ownership of WFM KPIs including Service Levels, Occupancy, Utilisation, and AHT. What We're Looking For Essential: Proven experience in real-time management within a contact centre or customer service environment. Proficiency with real-time monitoring and WFM tools (e.g., Vonage, Monet). Strong analytical and problem-solving skills with the ability to make fast, data-driven decisions. Excellent communication skills, both written and verbal. GCSE grade C or equivalent in Maths and English. Strong IT skills and confidence working with data and dashboards. Desirable: Bachelor's degree in Business, Operations Management, or a related field. Relevant WFM or customer service certifications. Level 5 qualification in Customer Service. Experience leading process improvements or operational efficiency projects. Brook Street NMR is acting as an Employment Agency in relation to this vacancy.
