Real-Time Analyst

Job Description
Location:
Healix Group, Healix House, Esher Green

About Healix
Healix Health was founded in 2000 by Dr Paul Beven and Dr Peter Mason - two clinicians who understood that healthcare works best when it's personal, not prescriptive.

After launching Healix International in 1992 to provide global medical and risk support, they went on to create Healix Health: a UK-based specialist in corporate healthcare trusts.

Our combined medical and risk management expertise places us in a unique position to deliver cost-efficient solutions without compromising high quality support for the end-user. As a result, we have an impressive list of clients across corporate, government, NGO and insurance sectors.

With a team of over 150 dedicated professionals, we are committed to excellence, integrity, and patient-centred service.

Position overview

The Real-Time Analyst is responsible for monitoring and managing intraday performance and staffing levels to ensure service level agreements (SLAs) are met. They act as the central point of contact for real-time adjustments and provide actionable insights to optimise operational efficiency.

The RTA acts as the "the eyes on the floor", providing real-time insights.

Person specification

This Position Requires

• Strong analytical and problem-solving skills.
• Proficiency in WFM software (Calabrio WFM and/or 8x8 experience desirable) and Excel.
• Excellent communication and coordination abilities.
• Ability to work under pressure and make quick decisions.
• Prior experience in a contact centre or operations environment required.

We look forward to receiving your application. As we expect a high number of applications, the vacancy may be closed before the advertised closing date.

Responsibilities
About The Role
This position includes, but is not limited to, the following core responsibilities:

• Intraday Monitoring:

• Track call, chat and email volumes, agent availability, and queue activity in real time.

• Monitor adherence to schedules and escalate deviations.

• Workforce Management Support:

• Collaborate with schedulers and forecasters to adjust staffing plans.

• Recommend overtime or shift changes as needed.

• Reporting & Communication:

• Provide hourly/daily performance reports to stakeholders.

• Communicate with team leads regarding staffing gaps or SLA risks.

• System Management:

• Use WFM tools to manage schedules and real-time data.

• Ensure accurate data entry and system updates.

• Incident Response:

• Respond to system outages, spikes in volume, or other operational disruptions.

• Coordinate with IT or support teams to resolve issues quickly.

Skills Needed
About The Company
We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that's a cancer diagnosis, a need for medical assistance when they're far from home, or being caught up in conflict or natural disaster. We talk to them, support them, and make sure they get the help they need. If necessary, we'll pull them out and bring them home.

We're co-ordinators and problem-solvers: experts at navigating the global health and security landscape. Our teams of doctors, nurses, travel and medical co-ordinators and security experts make sure that your people will be looked after, whatever happens supported by technology designed help individuals, not slot them into a predetermined solution.

We work with governments, broadcasters, NGOs, international corporations, major insurers and more. No two clients are the same: we adapt our services to their needs.

More importantly, we adapt to the practical and human needs of the individuals we protect. Most of us are on the front line; we keep our back office lean. We don't use scripts, and we don't time calls. We never lose sight of the fact that we're dealing with real people.

Company Culture
Instead, we focus on ensuring our highly trained specialists have the space and time they need to be effective. We let them use their initiative to get the job done, because the situations they face often throw up unexpected challenges – and no protocol survives contact with the real world.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that's personal enough to care.

Our people are driven to do things in the best way, not the way they have always been done. We work hard, and our efforts are rewarded with great development opportunities and a supportive team spirit.

We want to nurture this friendly and dynamic company culture so that we can continue to attract diverse talent with a breadth of knowledge and world-class skills. As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Required Criteria

• Strong analytical and problem-solving skills.
• Proficiency in WFM software (Calabrio WFM and/or 8x8 experience desirable) and Excel.
• Prior experience in a contact centre or operations environment required.

Desired Criteria
Closing Date
Friday 14th November, 2025

Contract Type
fulltime

Salary
Based on Experience