TalentHawk
Real Time/Data Analyst - Contact Centre - Outside IR35
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Real Time/Data Analyst - Contact Centre - Outside IR35 Contract - Leicester (2 days a week)
We are excited to partner with a dynamic, customer-focused organization undergoing a major operational transformation and CRM stabilization project. To support this growth, they are seeking an experienced Real-Time & Data Analyst Lead to sit at the heart of their Customer Service Centre.
The Role
In this pivotal role, you will bridge the gap between raw contact centre metrics, strategic forecasting, and customer experience. You won't just track performance—you’ll dive deep into real-time traffic, historical case management (email and calls), and customer demand patterns to drive operational decision-making and eliminate customer friction.
Working closely with senior leadership—including the CX Manager, Head of Customer Service, and Technology teams—you will turn complex operational data into actionable narratives that influence resource planning and process improvements.
Key Responsibilities
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- Real-Time & Historical Traffic Analysis: Monitor live performance, analyze call/email traffic patterns, and build accurate short- and long-term forecasts for customer contact volumes.
- Customer Journey Insights: Review case management data to identify root causes for customer contact, emerging behaviors, pain points, and escalation drivers.
- Process & Continuous Improvement: Map current ("as-is") and future ("to-be") processes to challenge existing workflows, streamline customer journeys, and boost operational efficiency.
- CRM & Systems Optimization: Translate operational needs into functional CRM improvements—reviewing queues, routing rules, dashboards, and workflows alongside technology partners.
- Stakeholder Management: Deliver clear, data-led presentations and recommendations to senior stakeholders, turning complex analysis into practical operational solutions.
What You’ll Need To Succeed
- Contact Centre Expertise: Strong background as a Real-Time Analyst, Customer Operations Analyst, WFM Analyst, or Business Analyst within a high-volume contact/call centre setting.
- Case & Email Management: Proven experience analyzing email case management systems and high-volume multi-channel traffic.
- Forecasting & Demand Planning: Demonstrated skill in forecasting customer demand and supporting resource planning.
- CRM & Technical Aptitude: Hands-on experience working with CRMs (workflows, routing, queues, dashboards) and advanced data manipulation/dashboard creation skills.
- Data Storytelling: Exceptional ability to translate raw operational data into compelling customer journey narratives and process improvement plans.
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What’s in it for You?
- The chance to play a key lead role in a high-visibility operational transformation.
- A collaborative environment working directly alongside senior CX and operational leaders.
- Excellent career progression and competitive compensation package.
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