Real Time Analyst

Job summary

To apply for this role, please refer to the following link. Please note your application will not be considered if not applying through the following link:

https://globaleur232.dayforcehcm.com/CandidatePortal/en-GB/msichoices/Posting/View/3620

PLEASE NOTE YOUR APPLICATION WILL NOT BE CONSIDERED IF NOT APPLYING THROUGH THE ABOVE LINK

Main duties of the job

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 will also use your analytical skills by creating detailed reports to track our Contact Centres performance. In addition to your real-time responsibilities, you will 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.

About us

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.

Were 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.