Call Centre Analyst at TalentHawk, Leicester, £250-£300 per day

Call Centre Analyst (Dynamics 365) – Urgent Outside IR35 Contract

Role Type: 4-Month Initial Contract (Strong potential to extend)

Rate: £250 - 300 per day Outside IR35

Location: Leicester (2 days a week)

About Our Client

We are partnering with a high-profile, rapidly evolving organisation currently navigating a major digital transformation. Following a recent enterprise-wide roll-out of Microsoft Dynamics 365, they require a Call Centre Analyst to spearhead a critical 4-month stabilisation project.

Reporting directly to the Head of Customer Service & Experience, this is a highly visible, hands-on role. If you are a trouble-shooter who thrives in a fast-paced, post-go-live environment and loves turning data into immediate operational fixes, this is the project for you.

The Brief: Key Priorities

Our client needs someone who can hit the ground running on day one to deliver across five key pillars:

• Rapid Current State Assessment: Quickly get under the hood of the customer operation. You will analyse multi-channel data to map out baseline traffic trends, call volumes, email/case backlogs, complaints, and core customer contact drivers.
• Post-Implementation Root Cause Analysis: Diagnose the post-CRM implementation pain points. You’ll determine whether performance dips are caused by process design, D365 configuration flaws, routing logic, data/reporting gaps, or simply user adoption and training needs.
• Dynamics 365 Optimisation: Evaluate and tweak the current setup. You will review and recommend changes to workflows, queues, routing rules, case allocation logic, and dashboards to immediately improve multi-channel traffic flow.
• Traffic Management & Forecasting: Establish robust, short-term forecasting and reporting mechanisms to help leadership manage operational pressures, eliminate bottlenecks, and drive down customer response times.
• Deliver Immediate Quick Wins: Use data-driven insights to recommend and implement practical, rapid improvements to boost service performance and elevate the customer journey.
  
  

What They Need From You (Candidate Profile)

Our client is looking for a seasoned contractor who doesn't need hand-holding. To be shortlisted, you must demonstrate:

• Deep Dynamics 365 Technical Capability: A proven track record of configuring and optimising D365 (specifically queues, workflows, routing rules, and business rules) within a busy customer service or contact centre environment.
• Advanced Contact Centre Analytics: Exceptional capability in dissecting multi-channel operational data (voice, digital, email) to pinpoint root causes.
• WFM & Real-Time Expertise: Strong background in short-term forecasting, queue management, and capacity planning.
• Stabilisation Experience: Experience stepping into high-pressure, post-implementation environments and successfully restoring operational stability.
• Senior Stakeholder Gravitas: Ability to work closely with the Head of Customer Service, delivering clear, insight-led recommendations.
  
  

What Success Looks Like

By the end of month three, you will have delivered clear documentation of root causes, measurably improved D365 workflow and routing effectiveness, restored absolute confidence in the operational data, and driven up overall service performance.