Workflow and Real-Time Analyst

Are you a Workflow and 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 and Real-Time Analyst to join their Customer Relationship Centre team, supporting Supply Chain and Production Planning. As a Workflow and 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 and 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 ..... full job details .....