At a Glance
- Tasks: Monitor and manage real-time performance in a busy contact centre environment.
- Company: Join a dynamic Patient Engagement Centre in Rochdale.
- Benefits: Competitive salary, weekly pay, and temp to perm opportunity.
- Other info: Rotating shifts with a supportive and inclusive work culture.
- Why this job: Make a real impact on patient experience and operational excellence.
- Qualifications: Experience in contact centres and strong analytical skills required.
We are currently recruiting for a Real Time Analyst (RTA) to join a busy and fast-paced Patient Engagement Centre based in Rochdale. This is a key operational role responsible for monitoring and managing intraday performance across a blended environment, including inbound, outbound, and multi-channel patient engagement activity.
As a Real Time Analyst, you will play a critical part in ensuring operational performance, service levels, and patient experience targets are consistently achieved. You will work closely with operational teams to make real-time decisions and adjustments that optimise resource allocation, workflow management, and campaign performance.
Key responsibilities include:
- Monitoring intraday performance across inbound, outbound, and digital channels
- Building and scheduling SMS/text message campaigns
- Managing outbound dialler activity and adapting contact strategies in real time
- Making operational adjustments including: Schedule changes, Queue prioritisation, Call routing, Agent allocation
- Supporting productivity and service level achievement across all channels
- Optimising staffing levels to meet fluctuating demand
- Identifying operational risks and implementing corrective actions
- Communicating performance updates and potential impacts to stakeholders
About You
We are looking for someone who thrives in a fast-moving environment and can confidently manage multiple priorities while making data-driven decisions in real time. You will ideally have:
- Previous experience in a Real Time Analyst, Workforce Management, or Contact Centre Planning role
- Strong analytical and problem-solving skills
- Experience working within a contact centre or patient engagement environment
- Excellent communication and stakeholder management skills
- Confidence using workforce management and dialler systems
What's on Offer
- Temp to perm opportunity
- 37.5 hours per week
- Rotating shifts between 8am - 8pm, Monday to Friday
- Salary equivalent of £27,000 - £28,000
- Fully office-based role in Rochdale
If you are highly organised, proactive, and passionate about delivering operational excellence and a high-quality patient experience, we'd love to hear from you.
We are an equal opportunities employer and welcome applications from individuals of all backgrounds. We are committed to creating an inclusive environment where everyone feels valued and respected.
Real Time Analyst - Contact Centre in Hope Valley employer: All The Top Bananas
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StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst - Contact Centre in Hope Valley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at All The Top Bananas. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like All The Top Bananas before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Real Time Analyst - Contact Centre in Hope Valley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to All The Top Bananas:Your cover letter is your chance to shine! Tell us why you want to work at All The Top Bananas specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at All The Top Bananas!
How to prepare for a job interview at All The Top Bananas
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
