Real Time Analyst - Contact Centre

Real Time Analyst (RTA) – Contact Centre
Located in Rochdale | Full-Time | Temp to Perm | 100% Office-Based
Offering £27,000-£28,000 per annum – weekly pay, every Friday
Start Date: August 2026 | ASAP

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.

JDRCC