Real Time Analyst - Contact Centre

Real Time Analyst (RTA) - Contact CentreLocated in Rochdale | Full-Time | Temp to Perm | 100% Office-BasedOffering £27,000-£28,000 per annum - weekly pay, every FridayStart Date: August 2026 | ASAPWe 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 RoleAs 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 channelsBuilding and scheduling SMS/text message campaignsManaging outbound dialler activity and adapting contact strategies in real timeMaking operational adjustments including:Schedule changesQueue prioritisationCall routingAgent allocationSupporting productivity and service level achievement across all channelsOptimising staffing levels to meet fluctuating demandIdentifying operational risks and implementing corrective actionsCommunicating performance updates and potential impacts to stakeholdersAbout YouWe 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 roleStrong analytical and problem-solving skillsExperience working within a contact centre or patient engagement environmentExcellent communication and stakeholder management skillsConfidence using workforce management and dialler systemsWhat's on OfferTemp to perm opportunity37.5 hours per weekRotating shifts between 8am - 8pm, Monday to FridaySalary equivalent of £27,000 - £28,000Fully office-based role in RochdaleIf you are highly organised, proactive, and passionate about delivering operational excellence and a high-quality patient experience, we'd love to hear from you.JDRCCWe 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.JDR is acting as an Employment Business in relation to this vacancy.TPBN1_UKTJ