Real Time Analyst

Are you someone who stays calm under pressure, loves problem-solving, and thrives in fast-moving environments?
We're looking for a Real-Time Analyst to join our Patient Engagement Centre - a vital role at the heart of how we deliver exceptional service to patients across the UK.

In this role, you'll be the person who ensures our contact centre runs smoothly throughout the day. You'll monitor live performance, make rapid decisions, adjust staffing and workflows, and support both inbound and outbound operations to deliver the best possible patient experience.

If you enjoy analysing data, optimising performance, and making quick decisions that have real impact - you'll feel at home here.

✔ Monitor live operational performance across inbound, outbound, and digital channels
✔ Build, schedule and quality-check SMS and text campaigns to support patient engagement
✔ Oversee outbound dialler performance and adjust pacing, strategies, and agent assignment
✔ Optimise staffing in real time, ensuring the right people are in the right place at the right time
✔ Manage queues, skills, and schedule adherence throughout the day
✔ Spot issues early - and escalate or resolve them quickly to protect service levels
✔ Analyse dashboards and datasets, validating data and producing ad-hoc reports
✔ Support operational leaders with clear, timely insights and communication
✔ Work collaboratively with Planning, Operations, Training, and leadership teams

Every decision you make directly influences how quickly and effectively patients receive support - this makes the role both challenging and hugely rewarding.

Real-Time Analyst

📍 Rochdale
💼 Full Time | Patient Engagement Centre
✨ Make a real impact on patient experience every single day

🌟 Strong analytical and critical-thinking skills
🌟 A confident decision-maker who stays calm under pressure
🌟 Experience in real-time management, workforce planning, or contact-centre operations
🌟 Ability to use WFM/telephony platforms (experience with 8x8 is a bonus - training provided)
🌟 Excellent communication skills and a collaborative approach
🌟 High attention to detail and accuracy
🌟 Someone proactive, curious, and always looking for improvements

If you're comfortable working in a fast-paced, data-driven environment - you'll thrive here.

✨ A role where your decisions have immediate, real-world impact
✨ A supportive, forward-thinking team that values ideas and innovation
✨ Opportunities to grow your skills in workforce management and analytics
✨ The chance to help shape the patient experience for thousands of people

If you're ready to take the next step in your career and play a key role in delivering high-quality patient engagement, we'd love to hear from you.