📌 Job Opportunity: Real Time Analyst – Enquiry Service Team
Salary: £29,000
Location: Stockton or Birmingham (Shift patterns between 8am–8pm; Saturday rota cover included)
Division: Health – Health Assessment Advisory Services (HAAS)
Hours: Full-time
Reports to: Enquiry Service Manager
We’re looking for a proactive and detail-driven Real Time Analyst (RTA) to join our Enquiry Service Team within the Health Assessment Advisory Services (HAAS) division. This is a key role within our contact centre operations, ensuring we consistently meet our Target Performance Levels (TPLs) through real-time monitoring, rapid decision-making, and effective communication with operational leaders.
If you thrive in a fast-paced environment, enjoy using data to solve problems, and have experience in contact centre operations, we’d love to hear from you.
🔍 Key Responsibilities:
- Monitor real-time call volumes, agent availability, and staffing to ensure adherence to TPLs.
- Adjust schedules, skills, and intraday forecasts to meet changing customer demand.
- Analyse live performance data to identify trends and potential issues affecting service delivery.
- Liaise closely with Team Leaders and the Enquiry Service Manager to provide insights and recommendations in real time.
- Manage escalation processes during high-volume periods to minimise service disruption.
- Document incidents and support reporting on service level performance.
- Maintain logs relating to shrinkage, utilisation, and operational impacts.
- Support the creation of MI reports and assist with planning communications and team meetings.
- Build and optimise agent schedules using the workforce management tool, including leave management.
- Champion continuous improvement and share best practices across the service.
- Occasional deputising for the Enquiry Service Manager.
- Provide administrative support where required.
🎯 What We’re Looking For:
Essential Skills & Experience:
- Recent experience within a contact centre environment.
- Familiarity with real-time management or workforce planning tools.
- Strong understanding of call centre metrics and operational impact.
- Ability to influence and engage effectively with stakeholders.
- Excellent interpersonal, communication, and organisational skills.
- Confident making fast, data-informed decisions under pressure.
- Strong IT skills, especially in MS Office tools.
Desirable:
- Experience managing real-time operations across multiple skills/channels.
- Root cause analysis capabilities.
- Experience with Power BI and advanced Excel.
- Willingness to travel between locations where required.
📌 Additional Information:
You’ll work between 8am–8pm, with core hours between 8am–6pm, plus occasional Saturday cover as part of a rota.
You must adhere to all Information Security and Data Protection requirements as set out in company policy.
✨ Why Join Us?
This role offers the chance to directly influence operational performance in a high-impact service area. You’ll be part of a collaborative and supportive team committed to continuous improvement and delivering high-quality service to customers and stakeholders.
📨 Ready to Apply?
If you’re analytically minded, calm under pressure, and passionate about optimising service performance, we encourage you to apply.
Please note: We may close this advert early if we receive a high number of applications.
