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Real Time Analyst

April 29, 2026

Real Time AnalystNewcastle, United KingdomReporting to: Senior Patient Support ManagerRemuneration: £35,000Contract Type: Permanent/ Full time - 40hours per weekLocation: Psychiatry UK, Patient Help & Support Centre, Newcastle upon Tyne, UKClosing 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 backgroundDesirable Qualifications, Skills and Experience:· Qualifications in data analysis, operations management, or similar fields. Psychiatry UK: Supporting YouWe 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 ProcessAt 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...