Real-Time Performance Analyst - Hybrid

NHS Property Services Ltd; Stockport; Hybrid; GBP 31,000 - 37,000; Full time

Benefits offered by this job

27 days annual leave + bank holidays

Smarter Working Policy

Training and development opportunities

SMART Pension 6%

NHS retail discounts

Cycle to Work Scheme

Colleague Assistance Programme

Job summary

NHS Property Services in Stockport is seeking a Real Time Analyst to join our Customer Service Centre. You will monitor real-time performance across channels, using data to inform decisions and support workforce planning to maintain service levels.

The role is hybrid, with one day per week in the Stockport office, and the salary starts from £34,000. We offer 27 days of annual leave, flexible benefits, training opportunities, a SMART pension and an inclusive, supportive work environment.

Qualifications

• You're a highly organised and analytical professional with experience working within a contact centre, workforce planning or operational performance environment.
• You have a passion for delivering exceptional customer service and are confident using data to identify trends, make recommendations and support informed decision-making.

Responsibilities

• Monitor and manage real-time operational performance across multiple customer contact channels to ensure service level agreements are achieved.
• Lead weekly resource planning meetings, reviewing forecasts and agreeing actions to address service risks and opportunities.
• Manage resources in real time, responding to changing demand and operational requirements.
• Produce accurate performance and workload reporting, identifying trends and recommending improvements.
• Leverage AI and automation tools where possible to analyse operational data, identify improvement opportunities, streamline processes, and enhance decision-making.

Job description

NHS Property Services in Stockport is seeking a Real Time Analyst to join our Customer Service Centre. You will monitor real-time performance across channels, using data to inform decisions and support workforce planning to maintain service levels.

The role is hybrid, with one day per week in the Stockport office, and the salary starts from £34,000. We offer 27 days of annual leave, flexible benefits, training opportunities, a SMART pension and an inclusive, supportive work environment.