Operational Analyst - Contact Centre

Operational Analyst - Contact Centre Here, one simple word can mean the world. Every 'hello' can save the day or even a life. Join the UK's most trusted and innovative careline service supporting vulnerable people. APPLY NOW! 📊OPERATIONAL ANALYST- CONTACT CENTRE Help turn live operational data into confident, fast decisions. This hands-on analyst role sits at the heart of Careline365’s contact centre, partnering with leaders to spot what’s happening now and act on it. 🕰️Hours: 37.5 hours per week 📅Shift pattern: Monday to Friday 09:00-17:30 💸Salary: from £45,000 📍Location: Hybrid Norwich 📆Start Date: June/July 2026 Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. 🌍This role is a UK based role and any hybrid/remote work must also be within the UK. 🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟 😎Perks : 175 hours holiday pa plus bank holidays Private medical Insurance - Individual Cover We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more 24/7 employee assistance programme with an easily accessible app! Family and friends’ discounts on our services & products Pension Scheme, up to 3% Company matched Free on-site parking 👇ABOUT YOU We’re looking for a commercially minded analyst who combines strong technical capability with the confidence to turn data into meaningful business decisions. You’ll bring experience working in fast‑paced, data‑led environments and feel comfortable influencing stakeholders across functions. 🌟YOU WILL HAVE... 3+ years’ experience in a commercial, financial or business analysis role within a D2C, e‑commerce or subscription‑based business. A bachelor’s degree in a relevant discipline such as Business, Economics, Mathematics or Analytics. Strong hands‑on experience with pricing, reporting and financial modelling, including advanced Excel skills (cohort and sensitivity analysis). Practical knowledge of SQL and BI tools such as Looker, Power BI or similar, with the ability to interpret and use Tableau dashboards to support day‑to‑day decision making. A solid understanding of commercial metrics including pricing strategy, CAC, LTV, churn, revenue forecasting and full‑funnel e‑commerce performance. Clear communication skills, with the ability to explain complex analysis simply and effectively to non‑technical audiences. 🏅IDEALLY YOU WILL BRING... Experience in healthcare, telecare, senior living or other regulated service environments. Familiarity with subscription management platforms, particularly Microsoft Subscriptions. Exposure to digital performance marketing analytics and contact centre reporting. Experience building Tableau dashboards, producing executive‑level performance packs, or supporting ELT / board reporting. The confidence to coach others and improve data literacy across the business. 💖PERSONALLY YOU'LL BE: Commercially curious, analytically rigorous and detail‑oriented. Proactive, organised and comfortable working independently. Confident working cross‑functionally and influencing stakeholders at senior levels. 📊THE ROLE The Operational Analyst will play a key role in driving day‑to‑day performance across Careline365’s contact centre and marketing activity. Embedded within Operations, this role partners closely with operational leaders to turn live data into clear, actionable insight. Through building and owning trusted Tableau dashboards and analysing performance at both strategic and granular levels, the analyst will help teams respond quickly to change, identify risks and opportunities early, and continuously optimise operational outcomes. MAIN RESPONSIBILTIES AND ACTIVITIES 📊 Operational Performance Insight & Decision Support • Act as the primary analytical partner to Operations and Marketing, providing day to day interpretation of live performance across the contact centre and acquisition funnel. • Continuously monitor key performance indicators including contact rate, contacted rate, conversion rate, funnel drop off and agent productivity, flagging material changes, risks or opportunities early. • Translate insight into clear, practical conclusions, enabling operational leaders to make confident, timely decisions about what to stop, start, change or scale. 🔄 Trial, Optimisation & Change Analysis • Support an intensive trial and optimisation environment, ensuring all new initiatives (campaigns, dialler changes, data sources, ways of working) are measured effectively from the outset. • Understand and track the operational and commercial levers available, including what happens when those levers are pulled and the downstream impact on performance. • Rapidly assess trial performance, identifying what is working, what is not, and why, and provide evidence‑based recommendations at pace. 📈 Reporting, Dashboards & Analytical Tooling • Design, build and maintain high quality operational reporting and dashboards in Tableau, drawing from Careline365’s data lake. • Ensure reporting is accurate, timely, trusted and genuinely usable, enabling leaders to operate close to the detail without friction. • Own the ongoing evolution of operational reporting, refining metrics, views and cut through as business needs change. • Work in alignment with the wider Data & BI team to ensure consistency, robustness and best practice. 🎯 Dialler, Funnel & Agent Level Analysis • Provide detailed analysis of dialler performance, contact strategy and campaign behaviour, including contact rate, conversion and efficiency. • Analyse performance by day, agent, team, department, campaign and source, identifying behavioural, structural and process‑driven drivers of outcomes. • Highlight where operational interventions, coaching or process changes will have the greatest impact. 🤝Embedded Stakeholder Working & Operational Rhythm • Operate as a fully embedded member of the Operations community, participating in trading meetings, performance reviews, optimisation sessions and management forums. • Work closely with Team Managers and department leads to ensure insight leads to specific actions, not just observations. • Act as a visible, credible and trusted presence within the management team, supporting agreed plans and holding insight accountability. READY TO APPLY ✅ If you are interested in this role please upload your CV and answer a few questions about yourself. OTHER INFORMATION This is an exciting time at the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337. Locations Norwich Yearly salary £45,000 - £60,000 Brand Careline365