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.

Do you want to drive efficiency to allow our clients to receive exceptional care? Join our Award Winning Contact Centre and be part of our team!

Contract Type: Permanent, hybrid

Hours: 37.5 hours per week

Salary: £27,565.01 - £30,321.51 (depending on experience and skills)

What’s in it for you?

In addition to a competitive salary and a supportive work environment, we offer an impressive benefits package that goes beyond the basics:

• Financial Reward: Take advantage of free parking, a competitive salary with opportunities for progression, up to 5% employer pension contribution, and thousands of perks through Blue Light card.
• Health and Wellness: Access to a 24/7 Employee Assistance Programme, Doctor Line for over-the-phone GP consultations, and dedicated Mental Health First Aiders.
• Work-Life Balance: Enjoy a flexible schedule, a Birthday Bonus day off, and competitive family-friendly benefits.
• Career Development: Paid training, opportunities for accredited apprenticeship programs, and potential for career progression.

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’ll also use your analytical skills by creating detailed reports to track our Contact Centre’s performance. In addition to your real-time responsibilities, you'll 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.

For more information about the role, please view the job description: https://www.msichoices.org.uk/wp-content/uploads/2022/06/Job-Description-Real-Time-Analyst.pdf

We’re 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.

Please note;

• If you do not upload a CV or Resume, your application will not be considered.
• This role is not eligible for sponsorship and successful applicants must have the right to work in the UK from day one of employment.
• We consider applications as we receive them and reserve the right to close adverts early where we have received a sufficient number of applications.

Other details

• Job FamilyMSUK
• Job FunctionNon-Clinical
• Pay TypeSalary
• Employment IndicatorNon-Clinical