Real Time Analyst
Location: Newcastle, United Kingdom
Reporting to: Senior Patient Support Manager
Remuneration: £32,000 per annum
Contract Type: Permanent / Full time - 40 hours per week
Location: Psychiatry UK, Patient Help & Support Centre, Newcastle upon Tyne, UK
Closing Date for applications: Wednesday 29th April 2026
About Us
Psychiatry UK is the UK’s leading provider of digital psychiatry services, working both privately and with the NHS to support children, teenagers and adults with expert, patient‑centred care.
A career with Psychiatry UK allows you to expand your knowledge, enhance your skills, and gain valuable life experience—all while enjoying the flexibility of a remote full‑time role. As part of a leading online mental health service, you'll collaborate with innovative, forward‑thinking professionals in a dynamic, multidisciplinary team committed to making a real difference.
The Real Time Analyst plays a critical role in ensuring the Patient Help & Support Centre runs smoothly and efficiently. By balancing customer demand, agent availability, and service level targets, this role keeps operations aligned and responsive throughout the day.
Combining proactive workforce planning with real‑time performance monitoring, the Real Time Analyst identifies emerging trends, makes informed adjustments, and communicates clearly with stakeholders to maintain optimal service delivery.
At the heart of the contact centre, this role has a direct impact on both patient experience and team performance—reducing wait times, supporting agents, and enabling the business to operate at its best.
This is an ideal opportunity for someone who enjoys working with data, making quick decisions, and collaborating across teams to drive operational success.
Responsibilities
* Forecast contact volumes using historical data, trends, and business insights.
* Build and maintain agent schedules that align staffing levels with forecasted demand.
* Manage annual leave, training, and offline activities to minimize service disruption.
* Support capacity planning for new campaigns, channels, or product launches.
* Monitor live queues, agent adherence, and service‑level performance across all channels.
* Take immediate action to address deviations (e.g., reassigning staff, adjusting breaks, escalating issues).
* Communicate real‑time updates to team leaders and operations managers.
* Track and report intraday performance, highlighting risks and recommending solutions.
* Produce daily, weekly, and monthly performance reports.
* Analyse trends in AHT, shrinkage, occupancy, and schedule adherence.
* Identify operational inefficiencies and propose improvements.
* Maintain accurate data within WFM systems and dashboards.
* Work closely with Team Leaders, Patient Support Manager, Service Delivery Team, HR, and Training teams.
* Provide insight and recommendations during operational meetings.
* Support communication of staffing impacts, performance risks, and mitigation plans.
Qualifications and Experience
Essential:
* Proficiency with Workforce Management tools.
* Strong Excel/Google Sheets capability for data manipulation and reporting.
* Understanding of contact centre KPIs and operational metrics.
* Experience in a contact centre environment (real‑time or planning preferred).
* Familiarity with WFM systems and telephony platforms.
* Strong numerical and analytical background.
Desirable:
* Qualifications in data analysis, operations management, or similar fields.
Benefits
You’ll have access to a range of wellbeing perks, including a Health Cash Plan, Well Hub Subscription, access to an Employee Assistance Programme, Annual Volunteering Day, Enhanced Sickness and Family Leave pay, Length of Service Bonus, Work from Home allowance and Pension options.
Psychiatry UK: Supporting You
We want you to enjoy your work while feeling healthy, happy, and appreciated. That’s why we’ve created a benefits package designed with you in mind.
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