Real-Time Contact Centre Analyst

Islington Council is seeking a focused Contact Operations Analyst to monitor the Consolidated Contact Centre, track live queues and performance, and support managers with timely insight. You will work with 8x8, Calabrio and Excel to understand demand, trends and performance, guiding intraday decisions and improving planning and reporting for a better resident experience.

You will collaborate with team leaders and operations managers to keep services stable during busy periods, ensuring residents