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- Tasks: Monitor real-time data and ensure smooth operations in our Contact Centre.
- Company: Join MSI UK, a leader in sexual and reproductive healthcare, empowering clients' choices.
- Benefits: Enjoy flexible hours, free parking, and a comprehensive benefits package including mental health support.
- Why this job: Be part of an award-winning team making a real impact in healthcare with opportunities for growth.
- Qualifications: No specific qualifications required; just bring your analytical skills and passion for efficiency.
- Other info: Hybrid working model with one office day per week after initial training.
The predicted salary is between 23500 - 27000 £ per year.
At MSI UK, our success rests on our dedicated team and client-focused approach. As a leading provider of sexual and reproductive healthcare, we aim to empower clients\’ reproductive choices for a more equal world for everyone. Through personalised care, we prioritise our clients\’ needs and experiences every step of the way.
Do you want to drive efficiency to allow our clients to receive exceptional care? Join our Award Winning Contact Centre and be part of our team!
Contract Type: Permanent, hybrid
Hours: 37.5 hours per week
Salary: £27,565.01 – £30,321.51 (depending on experience and skills)
What’s in it for you?
Benefits
In addition to a competitive salary and a supportive work environment, we offer an impressive benefits package that goes beyond the basics:
- Financial Reward: Take advantage of free parking, a competitive salary with opportunities for progression, up to 5% employer pension contribution, and thousands of perks through Blue Light card.
- Health and Wellness: Access to a 24/7 Employee Assistance Programme, Doctor Line for over-the-phone GP consultations, and dedicated Mental Health First Aiders.
- Work-Life Balance: Enjoy a flexible schedule, a Birthday Bonus day off, and competitive family-friendly benefits.
- Career Development: Paid training, opportunities for accredited apprenticeship programs, and potential for career progression.
As a Real-Time Analyst, you\’ll be the go-to person for the Contact Centre Operations Managers and various teams, playing a key role in keeping everything running smoothly across our Clinical Practitioner, Right Care and Safeguarding teams. Your responsibilities will revolve around real-time data, monitoring employee activities, call volume, service levels, call queues, agent adherence, and staffing levels to keep performance on point.
To quickly adapt strategies and ensure we hit our KPIs, making sure client enquiries are handled swiftly and efficiently. Beyond the real-time action, you’ll also use your analytical skills by creating detailed reports to track our Contact Centre’s performance. In addition to your real-time responsibilities, you\’ll also support in producing comprehensive reports to assist in tracking the Contact Centre performance. By optimising short-term scheduling efficiency through the alignment of planned time with Net Staffing requirements, you\’ll be part of ensuring a seamless service delivery.
The successful candidate will be required to attend the office for training for a maximum of 1 week, then working in a hybrid setting, attending the office once a week on a Wednesday.
For more information about the role, please view the job description: https://www.msichoices.org.uk/wp-content/uploads/2022/06/Job-Description-Real-Time-Analyst.pdf
We’re proud to be a disability confident level two equal opportunities employer and give equal consideration to all qualified applicants without regard to race, ethnicity, religion, gender, gender identity / expression, sexual orientation, national origin, disability, or age.
MSI UK is committed to safeguarding: promoting the welfare and safety of everyone involved in the delivery or receipt of sexual and reproductive health services, especially children, young people and vulnerable adults.
We pride ourselves on having a Just and Learning Culture and recognise that successes or mistakes are the product of many factors and our learning focuses on changing systems and processes to make it easier for people to do their jobs safely.
Please note;
- If you do not upload a CV or Resume, your application will not be considered.
- This role is not eligible for sponsorship and successful applicants must have the right to work in the UK from day one of employment.
- We consider applications as we receive them and reserve the right to close adverts early where we have received a sufficient number of applications.
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Real Time Analyst employer: MSI Reproductive Choices UK
Contact Detail:
MSI Reproductive Choices UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Real Time Analyst
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) relevant to a Real-Time Analyst role. Understanding how these metrics impact the Contact Centre's efficiency will help you demonstrate your analytical skills during the interview.
✨Tip Number 2
Showcase your experience with real-time data monitoring tools and reporting software. Being able to discuss specific tools you've used and how they contributed to operational success can set you apart from other candidates.
✨Tip Number 3
Prepare examples of how you've previously adapted strategies in response to changing call volumes or staffing levels. This will illustrate your ability to think on your feet and maintain service quality under pressure.
✨Tip Number 4
Research MSI UK's values and mission, particularly their focus on client empowerment and equality. Being able to align your personal values with theirs during the interview can demonstrate your commitment to their cause.
We think you need these skills to ace Real Time Analyst
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Real Time Analyst position. Highlight key skills such as data analysis, monitoring, and reporting that are essential for the role.
Tailor Your CV: Customise your CV to reflect your relevant experience and skills that align with the job description. Emphasise any previous roles where you monitored performance metrics or worked in a contact centre environment.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company’s mission. Mention specific examples of how your skills can contribute to improving client care and operational efficiency.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Real Time Analyst.
How to prepare for a job interview at MSI Reproductive Choices UK
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Real-Time Analyst. Be prepared to discuss how your skills and experiences align with the specific tasks mentioned, such as monitoring call volumes and creating performance reports.
✨Showcase Analytical Skills
Since the role involves real-time data analysis, be ready to provide examples of how you've used analytical skills in previous positions. Discuss any tools or software you are familiar with that can help in tracking performance metrics.
✨Demonstrate Client-Focused Mindset
MSI UK values a client-focused approach, so highlight your experience in customer service or any roles where you prioritised client needs. Share specific instances where you went above and beyond to ensure client satisfaction.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, the tools used for monitoring, or the company's approach to career development. This shows your genuine interest in the role and the organisation.