Premea

Our premium brand Automotive client is currently recruiting for the following role: Business Analyst - Customer Experience - 34/hr (Inside IR35) - Warwickshire / Remote - 6 Months (Potential to extend) Purpose of the Role Support the successful integration of four customer experience (CEX) teams into a unified operating model by delivering robust process mapping to clarify responsibilities and new ways of working and support the effective delivery of work in the new organisation. Key Responsibilities - Lead end-to-end process mapping across CEX functions and adjacent teams (e.g., Regions/Markets, other Commercial and Enterprise teams) - Collaborate with CEX Unity Project leads to build a process inventory and define and document current and future state processes in AIRS (client business process management tool) - Engage with stakeholders across regions, brands, and functions to gather insights and validate process designs. - Identify duplication, inefficiencies, and improvement opportunities. - Clarify responsibilities and accountabilities for tasks, activities, sign-offs and decisions within each process. - Identify and document hand-offs and interactions between teams across processes. - Support the development of RACI documents, operating model artefacts, and change impact assessments. - Contribute to the detailed organisation design and transition planning for CEX Unity. - Work closely with the Programme Manager, Project Managers, Organisation Design, People Partners, Comms and Change Managers to ensure timely and effective delivery. Skills & Experience - Proven experience in business analysis and process mapping (e.g. Visio, Lucidchart). - Workshop facilitation. - Strong stakeholder engagement skills, with the ability to navigate complex matrix environments. - Delivery-focused mindset with experience in transformation programmes. - Comfortable working in ambiguous and evolving environments. - Experience in automotive, digital, or customer experience domains is a plus. Desirable Attributes - Collaborative and proactive. - Able to work independently and manage multiple priorities. - Strong written and verbal communication skills. - Familiarity with organisation design and change management principles. Additional information: This role is on a contract basis and is Inside IR35. The services advertised by Premea Limited for this vacancy are those of an Employment Business. Premea is a specialist IT & Engineering recruitment consultancy representing clients in the UK and internationally within the Automotive, Motorsport and Aerospace sectors.

Our premium brand Automotive client is currently recruiting for the following role: Workforce Analyst Customer Relationship Centre - 21.88/hr (Inside IR35) - Coventry & Hybrid - 9 months (potential for yearly renewal) Role Overview: We are looking for a passionate, self-motivated Workflow & Real-Time Analyst to join our Customer Relationship Centre team. This role is integral to our daily operations and requires a dedicated individual who thrives in a fast-paced, dynamic environment. You will be responsible for monitoring live service performance, managing resources in real time, and producing insightful reports to support operational decisions. Your work will help ensure optimal service levels, efficient staffing, and a smooth customer experience. Your people skills need to be paramount to coach and guide team members daily to enable the centre to deliver the best service possible. A key part of your role will involve supporting the modernisation of the CRC's workflow management system, transitioning from legacy platforms to a more advanced workforce management ecosystem. With the planned introduction of Calabrio, experience with this system is highly desirable. Key Responsibilities: Real-Time Monitoring: Oversee call lines and online chat activity to ensure efficient handling throughout the day. Resource Management: Adjust staffing and agent codes in real time to maintain service levels and operational flow. Inbox Oversight: Monitor and respond to the real-time inbox, ensuring timely action and communication. Schedule Management: Create and maintain weekly schedules to ensure adequate coverage across all channels. Reporting & Analysis: Produce contact volume reports and analyse performance trends to support decision-making. Trend Identification: Use data to identify patterns and recommend adjustments to improve efficiency and customer experience. Collaboration: Work closely with team leaders and operational managers to align resource planning with business needs. What We're Looking For: Hardworking & Committed: A reliable team player who takes ownership of their responsibilities. Multi-Tasker: Able to manage multiple priorities without compromising quality. Approachable & Supportive: Builds positive relationships and communicates effectively with colleagues. Trustworthy: Maintains confidentiality and demonstrates integrity in all tasks. Strong Communication Skills: Clear, concise, and confident in both written and verbal communication. Data-Driven: Comfortable working with data to draw insights and support operational decisions. Excel Proficiency: Skilled in using Excel formulas and functions to automate tasks, analyse data, and build reports. Experience with Calabrio or similar WFM platforms is required. Additional information: This role is on a contract basis and is Inside IR35. Employment Type: Full-Time - Office days Tue/Wed. The services advertised by Premea Limited for this vacancy are those of an Employment Business. Premea is a specialist IT & Engineering recruitment consultancy representing clients in the UK and internationally within the Automotive, Motorsport and Aerospace sectors.