Contact Centre Systems and Data AnalystBluecrest Wellness • London, England, United Kingdom
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Contact Centre Systems and Data Analyst
Bluecrest Wellness
- London, England, United Kingdom
- London, England, United Kingdom
Über
Worthing, West Sussex – Hybrid Employment type:
Full time, Permanent Salary:
£31,646 Per Year Plus Various Company Benefits
Company Description At Bluecrest, we’re more than a health assessment provider – we’re the health intelligence company. Since our founding in 2012, we’ve been on a mission to make high‑quality, affordable health monitoring accessible to everyone across the UK and Ireland. Serving both individual customers and businesses, we empower people to take control of their wellbeing through early detection and long‑term health insights. Our purpose is simple yet powerful: to give everyone confidence in their health. By 2028, our vision is to be the UK’s leading health intelligence company, delivering vital health insights to over a million people every single day. We’re proud to help people live healthier for longer, and we do it by making personal health monitoring easy, affordable, and impactful. Join us in shaping the future of health intelligence, where your work makes a real difference, every day.
Responsibilities
Maintain real‑time oversight of all CCaaS modules and customer channels (voice, chat, email, social, WhatsApp, review sites) ensuring service levels are met and maintained.
Monitor user performance, queue performance, adherence, occupancy, and routing accuracy, escalating performance risks and service deviations promptly.
Apply short‑term resource adjustments, skill changes, and routing reconfiguration to stabilise performance in real time.
Oversee dialler campaign setup, pacing ratios, contact strategy, data loads, and compliance against all regulatory requirements.
Maintain service dashboards and reporting for operations, ensuring visibility of volumes, adherence, and SLA performance.
Act as the first line of support for NICE CXone system incidents, troubleshooting faults, and coordinating resolution via Jira tickets and vendor escalation where required.
Support the Configuration Owner in maintaining and improving CCaaS configuration, including IVRs, skills, routing logic, and automation flows.
Manage and prioritise all CXone‑related Jira tickets, ensuring timely updates, accurate categorisation (faults, change requests, enhancements), and clear communication with requestors.
Perform daily system checks and coordinate fixes or escalations with internal or vendor support team.
Execute approved configuration changes and test outcomes before release into configuration.
Support the integration and maintenance of IVR, WFM, AI functionality, Knowledge base, and Interaction Analytics features, ensuring alignment with operational workflows.
Participate in UAT, version upgrades, and system testing for new releases and enhancements.
Utilise Interaction Analytics (IA) to identify emerging trends, call drivers, sentiment, and repeat contact causes.
Provide end‑of‑day and ad hoc performance summaries with clear commentary and data‑driven recommendations.
Support the Transformation Lead and Configuration Owner in developing data models and reports for management dashboards.
Identify opportunities for automation, self‑service, or deflection based on IA and operational data.
Recommend and implement system or process changes that reduce handling time, improve customer satisfaction, or increase occupancy.
Ensure dialler and outbound campaigns meet all regulatory requirements, as well as Bluecrest internal policies.
Maintain accurate documentation and audit trails of configuration and campaign changes.
Contribute to the design and delivery of operational training where changes impact front‑line teams.
Maintain awareness of emerging CCaaS functionality, automation tools, and AI capabilities to support future innovation.
This list of duties is not exhaustive, and the post holder may be required to undertake other reasonable duties comparable with the role as directed by management.
Qualifications Key skills and experience Essential
Proven experience in a real‑time management, workforce planning, or contact‑centre analytics role within a multi‑channel environment.
Strong analytical and problem‑solving skills, able to interpret live data and act decisively.
Excellent communication and influencing skills across technical, analytical, and operational teams.
Advanced Excel skills and experience of dashboards or MI tools.
Highly organised with the ability to prioritise and manage multiple tasks in a fast‑moving environment.
Strong attention to detail, data accuracy, and process discipline.
Understanding of contact centre metrics, call flows, customer and advisor behaviours, and best practices for performance optimisation.
Desirable
Experience with Interaction Analytics, dialler administration, or IVR configuration.
Practical experience configuring or monitoring NICE CXone (or equivalent CCaaS platform).
Understanding of OFCOM outbound dialling regulations and GDPR requirements.
Familiarity with Power BI, SQL, or scripting for data interrogation.
Exposure to automation, bots, or AI‑based routing technology.
Experience managing Jira or similar ticketing systems to track and resolve system issues.
All roles at Bluecrest Wellness will require a satisfactory criminal record check as part of our onboarding process.
Benefits Balance & Support
Annual Leave – 23 days, increasing to 25 after one year and up to 28 days.
Company Sick Pay Scheme.
Enhanced Family Leave.
Learning & Development
Apprenticeship Schemes.
Career Development Opportunities.
Bluecrest Academy for Aspiring Managers.
Leadership Development Programme.
24/7 Learning Library – accessible for everyone!
Financial & Lifestyle
Salary exchange pension.
Employee Charity Sponsorship Scheme.
Retail and Leisure Discounts.
Home Office Allowance.
Sophos @Home Protection.
Employee Assistance Programme.
Health & Wellbeing
Discounted Gym Membership.
Cycle to Work Scheme.
Four Free Health Assessments per year for yourself, family or friends.
50% Off Additional Health Tests.
Life Insurance.
After qualifying period & subject to terms and conditions and/or eligibility.
Other Information
Exempt from the provisions of Section 4(2) of the Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) Orders 1975 and 2001. All convictions, cautions, and bind‑overs must be disclosed as part of the application process.
Recruitment agencies not to be contacted regarding this vacancy.
Personal information will be handled in accordance with our Privacy Policy.
No visa sponsorship available for this position.
Equal Opportunity Statement Everyone is welcome. We are committed to fostering an environment where everyone is treated with dignity and equality, regardless of background, identity, or circumstance. Our employment practices are firmly rooted in the principles of diversity, equity, and inclusion and all employment decisions are based on merit, role requirements and the evolving needs of our organisation. We believe that a diverse workforce brings fresh perspectives, drives innovation and strengthens our ability to serve our community with compassion and excellence. We celebrate individuality and encourage every team member to bring their whole self to work – because when people feel they truly belong, they do their best work.
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Sprachkenntnisse
- English
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