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: Fast-paced role with rotating shifts and a supportive team culture.
- 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.
The predicted salary is between 27000 - 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.
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 Rochdale employer: JDR Recruitment
At JDR, we pride ourselves on being an excellent employer, offering a dynamic work environment in Rochdale where your contributions directly impact patient engagement and operational success. With a strong focus on employee growth, we provide comprehensive training and development opportunities, alongside a supportive culture that values diversity and inclusion. Join us for a rewarding career where you can thrive in a fast-paced setting while enjoying competitive pay and a commitment to work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Real Time Analyst - Contact Centre in Rochdale
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those working in contact centres. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to real-time analysis and contact centre operations. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your analytical skills during interviews. Bring examples of how you've used data to make decisions in previous roles. This will demonstrate your ability to thrive in a fast-paced environment.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Real Time Analyst - Contact Centre in Rochdale
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Real Time Analyst role. Highlight your experience in contact centres and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role and how your previous experiences align with our needs. Keep it engaging and personal – we love to see your personality!
Showcase Your Analytical Skills:Since this role involves a lot of data-driven decision-making, make sure to showcase your analytical skills in your application. Provide examples of how you've used data to improve performance or solve problems in past roles.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at JDR Recruitment
✨Know Your Numbers
As a Real Time Analyst, you'll be dealing with data all day. Brush up on your analytical skills and be ready to discuss how you've used data to make decisions in previous roles. Bring examples of how you’ve optimised performance or managed resources effectively.
✨Showcase Your Communication Skills
This role requires excellent communication with various stakeholders. Prepare to demonstrate your ability to convey complex information clearly. Think of scenarios where you successfully communicated performance updates or made adjustments based on stakeholder feedback.
✨Familiarise Yourself with Tools
Get comfortable with workforce management and dialler systems before the interview. If you have experience with specific tools, mention them! Showing that you’re tech-savvy will give you an edge and show you're ready to hit the ground running.
✨Demonstrate Adaptability
The fast-paced environment means things can change quickly. Be prepared to share examples of how you've adapted to sudden changes in workload or priorities. Highlight your problem-solving skills and how you manage stress while keeping performance levels high.
