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

For further information, please look at the role profile.

The Medical Protection Society Ltd (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.

We are a not-for-profit organisation, meaning member’s subscriptions are either invested into bettering the organisation, colleagues and products, or kept safe should members require support for complaints or claims arising from professional practice.

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.

To do this, we need colleagues who are trusted and supported to deliver their best work, whether that be through leadership development, fully funded training courses or peer-to-peer support. We want colleagues to feel empowered to deliver positive change, display ambition to push themselves and be determined when faced with a challenge, whilst ensuring members best interests are at the core.

Medical Protection Society