Real Time Analyst

Newcastle, United Kingdom

Reporting to: Senior Patient Support Manager

Remuneration: £35,000

Contract Type: Permanent/ Full time - 40hours 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.

As our Real Time Analyst, you will:

· 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 minimise 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.

To succeed as our Real Time Analyst, you will have:

Excellent attention to detail and strong analytical thinking, with the ability to communicate effectively and influence stakeholders where needed. You remain calm under pressure, make quick and informed decisions, and are highly organised with the ability to manage multiple priorities.

Essential Qualifications, Skills and Experience:

· 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, Skills and Experience:

· Qualifications in data analysis, operations management, or similar fields. 

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. 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.

At Psychiatry UK, we care about what matters to you.

Recruitment Process

At Psychiatry UK, we are committed to creating an inclusive and accessible recruitment process. Our process includes:

· Application

· Profile review

· Screening conversation

· Competency based interview(s)

If at any point you require any reasonable adjustments —such as additional time, assistive technology, or an alternative format for materials—please let us know. We are happy to accommodate your needs to ensure you have a fair and comfortable experience.

If this opportunity excites you, why not apply today? *We review applications as they come in and may close the advert early if we receive a high volume of interest. To ensure you don’t miss out, we encourage you to submit your application as soon as possible.