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: Inclusive workplace with rotating shifts and excellent career growth potential.
- Why this job: Make a real impact on patient experience while developing your analytical skills.
- Qualifications: Experience in contact centres and strong problem-solving abilities required.
The predicted salary is between 28000 - 28000 £ per year.
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.
The Role
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 employer: JDR - Just Dynamic Recruitment
Join a reputable and growing company as a Sales Administrator in the picturesque locations of Monmouth and Lydney, where you will enjoy a supportive work culture that values strong customer relationships and teamwork. With an immediate start and a temp to perm opportunity, you will benefit from a dynamic environment that encourages personal growth and development while ensuring a safe and inclusive workplace for all employees.
Contact Details:
JDR - Just Dynamic Recruitment Recruitment Team
