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:

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 primary contact for the Contact Centre Operations Managers and various teams, playing a key role in ensuring smooth operations across our Clinical Practitioner, Right Care, and Safeguarding teams. Your responsibilities include monitoring real-time data, employee activities, call volume, service levels, call queues, agent adherence, and staffing levels to maintain optimal performance.

You will adapt strategies quickly to meet KPIs, ensuring client inquiries are handled efficiently. Additionally, you will create detailed reports to track Contact Centre performance and optimize short-term scheduling by aligning planned time with net staffing requirements, ensuring seamless service delivery.

The successful candidate will attend training in the office for up to one week, then work in a hybrid setting, attending the office once a week on Wednesdays.

About us

MSI UK is a leading provider of sexual and reproductive healthcare, committed to empowering clients' reproductive choices and promoting equality. We prioritize personalized care, focusing on our clients' needs and experiences.

We are a disability confident level two employer and provide equal opportunities to all qualified applicants, regardless of race, ethnicity, religion, gender, gender identity/expression, sexual orientation, national origin, disability, or age. MSI UK is dedicated to safeguarding the welfare and safety of all involved in delivering or receiving sexual and reproductive health services, especially children, young people, and vulnerable adults.

We foster a Just and Learning Culture, recognizing that successes and mistakes are opportunities for systemic improvement to support safe and effective work environments.

Job responsibilities

For more details, please view the job description: Job Description PDF

Person Specification

Qualifications

• N/A

Disclosure and Barring Service Check

This role requires a Disclosure and Barring Service (DBS) check due to the Rehabilitation of Offenders Act (Exceptions Order) 1975.

Salary ranges from £27,565.01 to £30,321.51 per year, depending on experience and skills.