ABOUT THE ROLE

As a Real-Time Analyst, you’ll play a key role in ensuring our Contact Centre runs at its best. By monitoring and optimising performance across phone, chat, and email channels, you’ll help deliver timely, efficient, and professional service for our patients and referrers. Working closely with Team Leaders, Workforce Planning, IT, and Operations, you’ll make sure our people and systems are aligned to meet demand.

WHAT YOU’LL BE DOING

• Monitoring queues, schedules, and agent adherence in real time to maintain service levels.
• Analysing intraday performance metrics (ASA, AHT, occupancy, queue performance) and reallocating resources as needed.
• Reporting on call volumes, agent availability, and performance trends throughout the day.
• Supporting escalation procedures and business continuity planning to minimise downtime.
• Collaborating with Workforce Planning and Telephony teams to optimise scheduling and routing.