Overview
Job Introduction
Our Direct Sales and Service division plays a vital role in delivering trusted, valued contact centre services that provide great outcomes for our Members. We’re proud of the work we do and the impact it has on people’s experiences every day.
We’re now looking for a Real Time Analyst to join the team and help drive performance through smart, data-led decision making. In this role, you’ll provide critical insight to operational leaders, making tactical intraday changes and ensuring resources are deployed effectively to achieve the best possible service outcomes. If you’re highly organised and enjoy working with data in a fast-paced environment, especially where you can see the direct impact of your decision, this is a great opportunity to put your positive, proactive mindset to work.
Role Responsibility
- Proactively manage resource to optimise call handling performance.
- Refresh and maintain live forecasts to support real-time decision making and effective allocation of resources.
- Drive productivity and adherence by providing hands-on operational support and timely interventions.
- Implement tactical changes at handover, identifying risks and opportunities and clearly communicating these to key stakeholders.
- Support the delivery of plans that minimise wait times and maximise adviser utilisation, feeding insights back to Resource Schedulers.
- Contribute to a shared, single view of pre- and post-event analysis, clearly explaining performance drivers and outcomes.
- Analyse resourcing requirements against operating plans to inform decisions on overtime and capacity within weekly handovers.
The Ideal Candidate
- Advanced Excel skills and strong capability across MS Word and PowerPoint.
- A strong analytical background with proven experience using data and insight to drive business improvement.
- Technically minded yet commercially aware, able to balance detail with the bigger operational picture.
- An effective communicator who can confidently engage with stakeholders at all levels of the organisation.
- Experienced in using operating models to deliver against service level agreements in a fast-paced environment.
- Positive, organised and self-motivated, with the ability to manage time effectively and meet quality and delivery standards.
- Curious and adaptable, with a genuine willingness to learn new technologies and apply them to improve the Member journey.
Package Description
Alongside a competitive salary, you will also receive:
- Discretionary on-target bonus of 5%. Up to a max 10% based on performance
- 11% pension contribution (3% from you, 8% from us – optional additional matched 3% contributions, e.g. 6% from you, 11% from us)
- 25 days annual leave. Flexible public holidays and option to buy/sell additional leave if applicable
- Private Medical Cover
- Car Salary Sacrifice scheme (where applicable)
- Healthcare cash plan
- 6x salary death in service
- Career development and progression opportunities
- A truly flexible hybrid-working arrangement
- A culture that promotes inclusivity, wellbeing and rewards hard work
- A personal GP service enabling you to get a video consultation with a NHS-registered private GP
- Employee Assistance Programme
About the Company
Medical Protection Society (MPS) is the world’s leading protection organisation
for doctors, dentists and healthcare professionals. We protect and support the professional
interests of almost 300,000 members around the world, in countries as diverse as the United
Kingdom, South Africa and Hong Kong.
Our philosophy is to support safe practice in medicine and dentistry by helping to avert
problems in the first place. We also actively campaign for regulatory and legal reforms that
benefit members and the wider healthcare professions. Membership provides access to
expert advice and support together with the right to request indemnity for complaints or
claims arising from professional practice.
We continue to invest in our team to ensure that we are delivering the best possible
service for members. This was recognised in 2016 when we were awarded an Investors in
People Silver award.
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
