CX Performance Analyst

Contract: Full-Time Permanent
Location:Nottingham (Support Office)
Closing date: 26/05/26
Recruitment Partner: Daniel White


Are you ready to make a difference Join us at Boots as a CX Performance Analyst in our Central Operations team based in Nottingham Beeston. Here at Boots we work every day to build a brilliant environment for our people empowering them to make a positive impact on our customers and colleagues.

As a CX Operations Performance Analyst at Boots youll support realtime performance across our Customer Support Centre helping to meet our KPIs productivity and customer experience throughout the day.

This is a fastpaced operational role within our Contact Centre reporting to the CX Operations Performance Manager and working closely with operational leaders and teams across the business.


What youll be doing

As a CX Performance Analyst you will:

• Deliver daytoday realtime performance management monitoring live volumes queues service levels and productivity across all channels
• Take intraday action in line with agreed plans to respond to changes in demand absence and workload
• Ensure resources are deployed effectively to maintain service and productivity
• Provide clear timely updates to Team Leaders and Operations Managers throughout the day
• Act as a key point of contact for realtime operational queries during your shift
• Capture intraday issues patterns and exceptions
• Feed insight into the Performance Manager to support future planning and performance improvements

What youll need to have (our must-haves)

• Experience working in a contact centre or live operational environment
• Strong attention to detail and confidence working with numbers and data
• Ability to interpret live information and follow agreed plans accurately
• Clear and confident communication skills
• Ability to remain calm focused and organised in fastpaced situations
• Strong timemanagement and prioritisation skills
• A proactive reliable and teamfocused approach
• Flexibility to support operational delivery including working 1 weekend in 5 as part of a rota

It would be great if you also have

• Exposure to realtime performance workforce or scheduling activities
• Experience supporting intraday service delivery or operational coordination
• Familiarity with service level or productivity measures
• An interest in developing a career in performance or workforce operations
• Experience working across multiple channels in a customer service environment

Where your brilliance can take you

At Boots we believe in your potential. Youll have opportunities for career development and progression with the support of a team that champions your growth.


Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday discounted gym membership life assurance and much more.

Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.


A bit about us

At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.


Whats next

If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.
Keywords
(CX Performance Analyst)