Job Description

Are you ready to be a vital part of our clients Operations team, driving performance excellence in a bustling call centre located at the heart of Peterborough? We are currently seeking a dynamic and results-oriented individual to fill the role of Workflow Analyst. This role is based fully in the office for the first 6 months and then a hybrid option can be available.

Role Overview: As a Workflow Analyst, you will play a critical role in optimising workflows across our clients contact centre, ensuring alignment with service level objectives and resource planning. You will collaborate closely with the Head of Service and Sales, contributing to enhanced operational performance through accurate Management Information (MI) and Reporting, as well as robust planning and forecasting.

Key Responsibilities:

• Oversee the effective management of workflows within the contact centre.
• Identify and implement opportunities for improvement in customer experience, operational efficiency, and resilience.
• Collaborate with stakeholders to support the delivery of transformative change and the implementation of company strategy.
• Ensure adherence to risk management procedures and provide support in issue resolution.

Requirements:

• Experience utilising Excel, Power BI, and other Microsoft tools for operational MI and reporting.
• Proficiency in Real-Time Analysis, planning, and forecasting for a busy telephone-based operation.
• Exceptional analytical skills with the ability to drive data-informed decision-making.
• Strong negotiation skills and adaptability to change.
• Ability to work collaboratively with colleagues at all levels and across business areas.
• Proven ability to manage time effectively, prioritise workload, and work under pressure.

Benefits:

• Competitive salary up to £32,000
• Access to our clients comprehensive benefits hub with exclusive discounts
• 25 days holiday plus bank holidays
• On-site gym and canteen with subsidised meals and drinks
• Regular team nights out
• Opportunities for career progression

Apply Now: If you're a strategic thinker with a passion for driving operational excellence, we invite you to join our clients team! Don't miss out on this exciting opportunity to make a significant impact within our clients organisation. Apply now by submitting your CV and cover letter. We look forward to hearing from you

Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.