Location
London Borough of Islington

Hours
Full Time - 35 hours per week

Salary
£38,637 per annum

About the Role
Help us make it easier for Islington residents to get the support they need. Islington Council’s Consolidated Contact Centre (CCC) is at the heart of how residents access council services. We bring together key customer contact services into one joined-up front door, providing clear, consistent and timely support across phone, email, online and face-to-face channels through Access Islington.

We are looking for a calm, confident and data-minded Contact Operations Analyst to manage live performance across the CCC. This practical, fast-paced role suits someone who enjoys making sense of data, spotting pressure points, supporting operational decisions and helping teams deliver the best possible experience for residents.

As Contact Operations Analyst, you will play a key role in the daily running of the CCC. You will monitor live queues, track performance against forecasts, highlight risks, support resource decisions and provide managers with clear, timely insight. Your work will ensure the right people are in the right place at the right time, so residents receive a responsive and reliable service.

You will use contact centre systems such as 8x8 and Calabrio to understand demand, identify trends and support real-time decision-making. You will work closely with team leaders, operations managers and support teams to maintain service stability during busy periods and help improve planning, reporting and response processes.

Experience
Experience in a busy contact centre, workforce management, real-time operations or performance reporting environment is desirable. Familiarity with 8x8, Calabrio, Excel and other Microsoft tools is helpful but not essential.

About you
You will be comfortable working with data, systems and people. You are organised, curious and able to stay calm when demand changes quickly. You enjoy collaborating with others, asking the right questions and turning information into practical action. Your attitude, judgement and clear communication skills are just as important as technical knowledge.

Qualifications
No specific qualifications are required for this role, but a commitment to learning and development is expected.