Real-Time Analyst Rochdale or Middlewich (office-based) Full Time | Patient Engagement Centre ✨ Make a real impact on patient experience every single day About the Role Are you someone who stays calm under pressure, loves problem-solving, and thrives in fast-moving environments? We’re looking for a Real-Time Analyst to join our Patient Engagement Centre — a vital role at the heart of how we deliver exceptional service to patients across the UK. In this role, you’ll be the person who ensures our contact centre runs smoothly throughout the day. You’ll monitor live performance, make rapid decisions, adjust staffing and workflows, and support both inbound and outbound operations to deliver the best possible patient experience. If you enjoy analysing data, optimising performance, and making quick decisions that have real impact — you’ll feel at home here. What You’ll Be Doing ✔ Monitor live operational performance across inbound, outbound, and digital channels ✔ Build, schedule and quality-check SMS and text campaigns to support patient engagement ✔ Oversee outbound dialler performance and adjust pacing, strategies, and agent assignment ✔ Optimise staffing in real time, ensuring the right people are in the right place at the right time ✔ Manage queues, skills, and schedule adherence throughout the day ✔ Spot issues early — and escalate or resolve them quickly to protect service levels ✔ Analyse dashboards and datasets, validating data and producing ad-hoc reports ✔ Support operational leaders with clear, timely insights and communication ✔ Work collaboratively with Planning, Operations, Training, and leadership teams Every decision you make directly influences how quickly and effectively patients receive support — this makes the role both challenging and hugely rewarding. What We’re Looking For Strong analytical and critical-thinking skills A confident decision-maker who stays calm under pressure Experience in real-time management, workforce planning, or contact-centre operations Ability to use WFM/telephony platforms (experience with 8x8 is a bonus — training provided) Excellent communication skills and a collaborative approach High attention to detail and accuracy Someone proactive, curious, and always looking for improvements If you’re comfortable working in a fast-paced, data-driven environment — you’ll thrive here. Why Join Us? ✨ A role where your decisions have immediate, real-world impact ✨ A supportive, forward-thinking team that values ideas and innovation ✨ Opportunities to grow your skills in workforce management and analytics ✨ The chance to help shape the patient experience for thousands of people Apply Today If you’re ready to take the next step in your career and play a key role in delivering high-quality patient engagement, we’d love to hear from you. Apply now and help us deliver exceptional patient experience — in real time. What's in it for you As well as the below amazing company benefits, we offer some unique benefits here at Sandbrook House, including: Free parking Subsidized restaurant and café Excellent facilities Free hot drinks Opposite large retail park with a vast amount of food outlets We offer a fantastic benefits package, which is available through a mobile-enabled rewards platform, called InJoy. This is your place to access thousands of offers and discounts on a wide range of products and services relating to: fashion, travel, eating out, technology, leisure and more! In addition to this, we also offer: 27 days annual leave (plus bank holidays) Generous company contribution pension scheme Private medical insurance options Life assurance Fantastic learning and development opportunities 24/7 access to a dedicated well-being hub and an Employee Assistance Programme Enhanced parental leave Monthly award programme and online peer-to-peer recognition Long service recognition, with vouchers and additional annual leave Refer a friend bonus Discounts on InHealth’s healthcare services Smart tech, Cycle to Work and thousands of discounts and cashback options Paid-for professional memberships and more! Making sure our people are happy at work is one of our main priorities, which means giving them as many opportunities as we can to support their personal and professional growth. We also have an innovative approach to personal and professional development, helping you to be the best version of you and giving you a real career pathway. IND02 About Us InHealth is the UK’s largest specialist provider of diagnostic and healthcare solutions. Our aim is to make healthcare better for patients by working collaboratively with the NHS to deliver a range of high-quality tests, scans, assessments and procedures. In the last year, we have supported more than 5 million people in their healthcare journeys, the majority of these are NHS patients and service users. As a people-focused organisation, our teams are integral in how we deliver our services and our values of Trust, Passion, Care and Fresh Thinking underpin everything we do, influencing the way we interact with patients, customers, and colleagues. Our mission is to provide high-quality services within local communities to over 7 million patients by 2030. We are committed to ensuring that patients receive a positive experience, maintaining a 97% patient satisfaction rate.