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.
Role Details
- Hours: 37.5 hours per week
- Shift pattern: Monday to Friday 09:00‑17:30
- Salary: from £45,000
- Location: Hybrid Norwich
- Start Date: May / June 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
- Discounts on groceries, shopping, holidays, and restaurants
- 24/7 employee assistance programme
- 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.
Requirements
- 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.
- Practical knowledge of SQL and BI tools such as Looker, Power BI or similar.
- Ability to interpret and use Tableau dashboards to support day‑to‑day decision making.
- Solid understanding of commercial metrics including pricing strategy, CAC, LTV, churn, and revenue forecasting.
- Clear communication skills for 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 or supporting ELT / board reporting.
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 Responsibilities
Operational Performance Insight & Decision Support
- Act as the primary analytical partner to Operations and Marketing.
- Continuously monitor key performance indicators including contact rate, conversion rate, and agent productivity.
- Translate insight into clear, practical conclusions for operational leaders.
Trial, Optimisation & Change Analysis
- Support an intensive trial and optimisation environment for new initiatives.
- Track operational and commercial levers and their downstream impact on performance.
- Rapidly assess trial performance and provide evidence‑based recommendations.
Reporting, Dashboards & Analytical Tooling
- Design, build and maintain high quality operational reporting and dashboards in Tableau.
- Ensure reporting is accurate, timely, trusted and genuinely usable.
- Work in alignment with the wider Data & BI team to ensure consistency.
Dialler, Funnel & Agent Level Analysis
- Provide detailed analysis of dialler performance and contact strategy.
- Analyse performance by day, agent, team, department, campaign and source.
- Highlight where operational interventions or coaching will have the greatest impact.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
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