Real Time Analyst

Nuffield Health is the charity that’s building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes – we’ll do whatever it takes to look after the UK’s wellbeing. It starts with passion and commitment to quality.

As a Real Time Analyst, you’re an analytical thinker and self-motivated team player with administration experience in a complex and fast-paced environment. Your excellent IT skills (including MS Office) enable you to learn new databases quickly and accurately. You are a confident, courteous and sensitive professional who has the ability to prioritise and deal with varied workload under the pressure of multiple deadlines.

The purpose of the Real Time Analyst is to lead the intraday management of our Contact Centre. The successful candidate will be responsible for real-time resource management, creating agent schedules as well as providing insight and analysis on previous day performance, trends, and ensuring we optimally use our resource to deliver industry-leading service to our customers.

As our Real Time Analyst you will:

• Be responsible for the coordination, delivery, and planning of Contact Centre resource, including the identification of opportunities to achieve maximum efficiency across the service area.
• Communicate using appropriate channels to provide information, share knowledge, keep colleagues informed of progress, and to respond to queries efficiently.
• Administering Contact Centre KPI’s within service level agreements through the use of IT systems.
• Develop accurate and visual MI to narrate the performance of the Contact Centre, utilising a combination of both historical MI and real-time dashboards.
• Effectively manage expectations for service delivery to all reporting levels, ranging from Contact Centre Coordinator to Business Managers.
• Support the Head of Contact Centres, business managers and team leaders to ensure that the team collectively achieve agreed service levels and key performance indicators.
• Demonstrate superior administration skills to ensure every customer journey meets Nuffield Health’s strict governance guidelines.

As our Real Time Analyst you will need:

• Experience, Knowledge & Expertise – Essential
• Experience working in a Real-Time / Resource Planning analyst role.
• Experience in Excel.
• Analytical skills alongside experience of working with raw data sets, identifying trends and issues ahead of impact.
• Self-motivated and results orientated with the ability to work independently with minimal supervision.
• Excellent communication skills, both written and verbal.

Educational Qualifications – Desirable:

• Administration experience in a complex and fast-paced environment.
• Excellent IT skills, including MS Office packages.
• Experience in producing and presenting structured feedback via formalised MI.
• Ability to learn new database systems quickly and accurately.
• Professional and confident, with excellent communication skills.
• Ability to prioritise and deal with varied workload under the pressure of multiple deadlines.
• Demonstrable call management skills.
• Ability to provide a professional, courteous, sensitive, and empathetic approach.

Helping you feel good. We want you to love coming to work, feeling healthy, happy and valued. That’s why we’ve developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what’s important to you. Join Nuffield Health and create the future you want, today.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it’s a good idea to apply right away to ensure you’re considered for this role. It starts with you.