Workflow & Real-Time Analyst

2 Days Old

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 id...
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Location:
Nuneaton
Job Type:
FullTime
Category:
Management & Consultancy

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